Experience Chapter Lead

7 months ago

Sydney, Australia Commonwealth Bank Full time

**Experience Chapter Lead**
- **You are an experienced Design leader curious about emerging digital technology and fintech**
- **Our team is committed to providing the best digital experiences for our business customers and staff**
- **Together we deliver digital innovation that builds a brighter future for all Australians
**Do work that matters**

The Experience Chapter Lead works in a collaborative team environment, leading a Customer Centered Design approach to the creation of effective, cohesive design solutions that meet the needs of varied users.

In this role, you will own the strategic experience design and governance of a portfolio of work delivering product initiatives across the award-winning CommBank app, NetBank, CommBiz and CommSee. Working closely with other Chapter Leads and Product Owners, you will drive the creation and execution of digital experience strategy, and communicate your vision through high-level design concepts. You will use this to guide a team of researchers and designers in planning and delivery of user experience (UX) design activities required to achieve your portfolio outcomes.

**See yourself in our team**

**Where will you go?**

If you live our values and demonstrate the required people and technical capabilities we can offer great opportunities for progression.

**Any given week could see you**
- **Experience strategy **- Creating, implementing and championing an innovative experience strategy and roadmap across our digital platforms, for your portfolio
- **Concepting - **Getting on the tools to create concepts to communicate your experience vision
- **Outcome-driven design**:

- Alongside understanding the customer, work with Product Owners to understand business drivers, define UX metrics against those drivers, measure and report on results
- **Portfolio planning**:

- Scoping, planning, and providing estimates for portfolio initiatives, and tracking delivery against budget and timelines
- **Design collaboration - **Working closely with researchers, designers, product, engineering and other business stakeholders to deliver feasible solutions that meet customer and business needs
- **Design Practice **- Leading the development of design capability and practice within the Chapter, including continuous improvement of people, process and craft
- **People Leadership**:

- Mentoring and managing performance of a team of designers to support capability development and career progression
- **Design Operations**:

- Overseeing the management of design operations across your delivery portfolio
- **Advocating for design - **Ensuring experience design methodology is understood and embedded in product delivery across the broader organisation

**We are interested to hear from people who have**:

- Experience designing in any of the following areas, across native and responsive platforms: Business Products, Investments, Money Management, Payments, Open Banking, Staff experience
- Proven design leadership and mentorship experience
- Extensive experience implementing the end-to-end UX process including scoping, planning and providing estimates for UX deliverables on large/complex projects
- Strong conceptual interaction design and information architecture skills with an ability to know “great” from “good”
- The ability to see the bigger picture, design and critique design from a strategic perspective
- Exceptional presentation, communication and influential stakeholder management skills
- A passion and commitment towards delivering the best customer experience across digital channels
- Experience in utilising customer research, behaviour analytics and digital analytics to drive design and journey optimisation
- Awareness of and experience designing within risk regulations

**General inclusivity**

Our teams includes people from all walks of life, with different goals, perspectives, ideas and lived experiences and, all with their own unique mix of identities and beliefs. This is a place where you can feel confident expressing who you really are; where you belong and are valued because of your uniqueness. We believe that we need as many diverse voices as possible to help us on our journey of engineering the future of banking.

**Flexibility**

We know that everyone works best when they have choices about when and where they work. We recognise that there is no one approach to flexible working and encourage you to discuss your flexibility needs with us.

**At CommBank, flexibility is**:

- For everyone, no matter what their reason is for flexing
- Where we work, when we work & how we work
- Trusting our people and focusing on outcomes, not just face time

Discover how our people take advantage of flexible work options.

Learn more about how we prioritise your wellbeing.
- The health and safety of our people, customers and communities is our number one priority. This means that we require all of our employees to be fully vaccinated against COVID-19. Please speak to us if you have

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