Customer Experience Design Lead

4 weeks ago

Sydney, Australia M&T Resources Full time

**Sydney**

**Advertising / Media / Publishing**

Advertising - Creative Services
- $1100 - $1200 + Super
- Rolling contract and work on a huge transformation project
- Work to create a culture that enhances customer experience

You’ll demonstrate ‘what good looks like’ and help lift the bar in terms of the quality of work that the design team delivers, helping key partners realize the product vision and achieve shared goals.

Bring human centered design skills and thinking to Lead the TMF General Lines Transformation Program to develop and implement strategies to focused on achieving the desired customer experience outcome. Advise the program and business leaders on actions to support enhanced customer outcomes and ensure these are aligned with our client’s customer experience objectives.

Key accountabilities:

- Work with the business to design and define the superior customer experience that is desired and to embed this into business practice
- Advise and guide the program in developing the changes required to achieve identified customer outcomes and ensure these are effectively communicated.
- Development of in-house human centred design capability and projects including the design of digital experiences.
- Coordinate the dissemination of human centred design capability through the program to support enhanced outcomes.
- Research, develop, implement, and lead, design concepts in the program/BAU initiatives, from concept through to delivery that support and enhance customer experience.
- Develop tools that best tell the story of uncovered insights, aimed at helping stakeholders of different seniorities make evidence-based decisions for changed ways of working and technology implementation.
- Provide persuasive, commercially sound, professional advice and solutions to the Manager/Head of Transformation, program and business leaders on a range of Human Centred Design matters.

Essential requirements:

- Tertiary qualification at degree level in marketing or other relevant field, or equivalent knowledge and skills acquired through extensive practical experience
- Pre-employment checks
- Five years plus experience in Service Design/UX/CX

Typical experience:

- A broad range of experience in human centred and service design and leading design initiatives, preferably in the telecommunications, finance, or insurance industry or with a Top Tier consulting firm

If this sounds like the right role for you, get in touch with Kanak Pandit on +61 2 9259 8747

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