Ux Lead

Melbourne, Victoria | RACV Head OfficeFixed Term Full Time - 12 months | Hybrid WorkingA Competitive Salary | Discounts on Selected RACV Products

Great things start here

RACV is an organisation that's broader and bigger than you think – beyond the trusted roadside assistance and insurance lines, and significant portfolio of Travel and Leisure experiences, RACV is also one of the biggest installers of Solar energy in Victoria. It's a much broader organisation outside of the RACV brand and outside of Victoria, with numerous Australian and international subsidiaries and associates. At its core, RACV is the largest member organisation in Victoria, trusted to serve over 2 million members.

About the Opportunity

The User Experience Lead is part of our Membership & Digital Division and plays a key strategic role in shaping and managing the digital experience of the RACV Mobile App. Working closely with senior leaders, developers, designers, marketers, and product managers, this role advocates for the app user to ensure a seamless and engaging experience.

Success will be measured by the strategic value delivered to the business, member reach, and engagement. The UX Lead will define the app's digital experience roadmap, balancing customer needs, business goals, and technical feasibility.

This role requires strong relationship-building, influence, and storytelling skills, working across all levels of the organisation. It also involves leading the development of mobile app design capabilities and ensuring a consistent, scalable UX strategy across RACV's digital channels.

You will lead end-to-end design processes from concept to launch and continuous improvement, creating compelling, intuitive experiences across devices.

Come along for a new journey

You'll be instrumental in ensuring the RACV App delivers an exceptional experience to our Members. Here's what you'll do:

• Own, deliver, and execute end-to-end RACV App digital experience design from conception through to launch and ongoing iteration, leveraging agile and design thinking principles.
• Use customer and member insights to develop new and improved member experiences for the RACV App.
• Ideate and lead the creation of user flows, wireframes, and prototypes.
• Lead UX research activities across the mobile app lifecycle, from discovery to validation, using qualitative and quantitative methods.
• Translate research insights into actionable design directions and embed evidence-based decision-making.
• Articulate ROI and member experience improvements related to design outcomes.
• Ensure consistency and optimal approach across all digital channels.
• Make decisions, resolve roadblocks, and negotiate trade-offs to maximize impact for Members and the business.
• Coach and develop a talented team to improve performance, with clear purpose and development plans.
• Promote a culture of collaboration and knowledge sharing within the department and across RACV.
• Develop strategies for continuous improvement of the mobile app experience through analytics, UX reviews, and research.

What you'll need to be successful

• Proven ability to lead and deliver exceptional end-to-end mobile user experiences on iOS and Android.
• Deep understanding of mobile user behavior, standards, and usability guidelines, including accessibility best practices.
• Success in influencing and collaborating with cross-functional teams such as product, engineering, research, and marketing.
• Ability to articulate and present UX strategies, design rationale, and insights to diverse audiences.
• Strong understanding of mobile UX metrics and behavioral data, with the ability to translate these into improvements.
• Degree in Industrial Design, Graphic Design, Fine Arts, UX Design, or related fields.
• 8+ years of professional experience in mobile app UI/UX design, with a strong portfolio.
• Proficiency with tools such as Figma, ProtoPie, Principle, Jira, Confluence, Miro, and experience with design systems.
• Portfolio must be provided upon application.

Benefits include:

• Flexible, informal work environment promoting work-life balance.
• Generous discounts on insurance policies and RACV roadside care.
• Discounts across RACV resorts and from corporate partners.

Our difference

At RACV, we value diversity and inclusion, supporting our people to feel welcome, supported, and appreciated. Please inform us of any reasonable adjustments needed during the recruitment process or role.

Application Process

Applicants must provide evidence of eligibility to work in Australia and consent to a criminal record check. They must also confirm their ability to perform the inherent requirements of the role, with any necessary reasonable adjustments.

How to apply:

• Click 'Apply Now' and log in to your Candidate Profile.
• If you forgot your password, click 'Forgot your password' to reset it.
• If you are new, click 'Create an account' to apply or create your profile as part of your application.

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