Customer and User Experience Lead

We've never been 'just a bank'. Just like you should never be 'just an employee'. We're united in our belief that in banking, better can be bigger, and together we're making it happen.

Are you passionate about creating seamless, human centered customer journeys?

Bendigo Bank is looking for a passionate and driven Customer & User Experience (UX) Lead to play a pivotal role in our exciting contact centre transformation. You will design and implement exceptional customer experiences across all contact channels, significantly elevating the digital customer journey and driving productivity gains. You'll conduct customer research, facilitate workshops, map end-to-end journeys, and collaborate closely with digital and design teams to prototype, test and continuously improve experiences. Your work will directly impact how millions of Australians connect with us—helping reduce friction, lower costs, and elevate every interaction.

Key responsibilities:

• UX Design:Leading the design and implementation of intuitive and seamless customer journeys across all contact channels; creating wireframes, prototypes, and user flows to ensure a positive customer experience.
• Customer Experience:Championing a customer-centric culture, actively seeking feedback, and continuously improving the customer experience based on data and insights.
• Research & Insight:Conducting user research (qualitative and quantitative) to understand customer needs and preferences; analysing data to identify trends and inform design decisions; presenting findings to stakeholders.
• Continuous Improvement:Implementing a robust system for monitoring customer feedback and identifying areas for improvement; proactively suggesting and implementing changes to enhance efficiency and customer satisfaction.
• Risk & Compliance:Ensuring all designs and implementations adhere to relevant regulatory requirements and bank policies; mitigating risks associated with customer data and security. Collaborating closely with the Head of Contact Transformation and other stakeholders to ensure alignment with the bank's overall digital strategy.

• Proven experience leading customer experience and UX design initiativeswithin complex contact centre environments—ideally in financial services—using data, research, and insight to drive seamless, customer-centric journeys across phone, email, chat, and emerging channels.
• Deep knowledge of UX/CX design methodologies, including journey mapping, prototyping, usability testing, and design thinking—alongside strong analytical and storytelling skills to translate customer pain points into impactful, compliant solutions.
• Exceptional collaboration and stakeholder engagement abilities, with a track record of bringing together cross-functional teams (tech, ops, marketing, risk) to design and deliver experiences that balance customer ease, business value, and regulatory compliance.

We offer flexible work options with a hybrid model of minimum 60% on site attendance, preferably located in Melbourne, Bendigo or Adelaide.

This is a Permanent, Full-time position based at any of our head office locations.

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now

So, why work with us?

We're making better, bigger. And we'll get there with you.

Could you be our newest CX and UX Superstar? Now's the time to set your sights even higher – on the future you and the future career you deserve.

Bendigo Bank has been named Australia's Most Trusted Bank for the twelfth consecutive time.

We are one of Australian's largest banks, our vision and our purpose is 'to feed into the prosperity of our customers and communities, not off it'. Being one of the most trusted brands in Australia isn't something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury or disability to equitably participate in the selection process.

Our perks and benefits:

Belong to a wonderful team of people. Know how we know they're great to work with? They told us Great benefits, work life balance and flexibility.

• Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that
• We offer flexible work options that put our people first. You will work a hybrid model, with 60% on site, at one of Head Office locations.
• We know the last few years have been rough, so we have partnered with Sonder as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank

Still in two minds?

Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don't tick every box we still want to see your application

We are committed to responding to all candidates, regardless of the outcome of your application.

Closing Date: 21st August 2025

Position Description:Customer and User Experience Lead PD (002).docx