Chapter Lead, User Experience Design

2 weeks ago

Sydney, Australia Commonwealth Bank Full time

**You will be growing and leading a team of experience specialists**
- **Together, we are **working to deliver the pay and claim experience of the future**

**Do work that matters**:
Healthcare contributes to over 10% of Australia’s GDP, is one of Australia’s leading employers and is a focus segment for the Business Bank. In April 2021, the Bank acquired the health technology business “Whitecoat” and in August 2021 the CommBank Health Vertical was created within the Business Bank to support the growth and focus within the Health segment.

CommBank Smart Health sits within CommBank Health and is Australia’s first truly end-to-end digital solution for the healthcare industry, providing convenient and secure payment, claiming, and directory capabilities for Australia’s healthcare payer schemes, providers, and patients.

**What will your impact be?**

You will be a visionary leader within the CommBank Smart Health team, working closely with product owners and chapter leads to ensure that a superior customer experience is at the centre of all product design.

As an Experience lead, you will be responsible for a small team of user experience specialists, ensuring the voice of the customer is ever-present as we imagine new and innovative ways to support healthcare professionals and their patients. You will also build new relationships and leverage your existing networks to collaborate with other user experience chapters across CommBank, ensuring the Smart Health crew continues to stay abreast of industry and bank best practice.

**As an Experience Lead**:
You will be expected to perform the following tasks in a manner consistent with CBA's Values and People Capabilities.

You will collaborate effectively to:

- Develop and own a strategic experience vision, informed by research, that you can communicate and passionately champion
- Work closely with the business leads and product owners to understand the challenges and opportunities of our healthcare customers
- Facilitate workshops and ideation sessions to conceive of innovative features and experience enhancements
- Effectively manage relationships and communication with project stakeholders, delivery teams; suppliers and/or third parties
- Lead, build and mentor a team of experience specialists

**See yourself in our team? We’re interested in hearing from people who have**:

- Demonstrated experience working in the Customer Experience chapter within Business Banking, Digital Banking, Retail
- Excellent written, verbal and inter-personal communication skills, coupled with strong multi-tasking capabilities and a high attention to detail
- Strong time management skills with an ability to prioritise across competing demands
- Hunger to grow and improve themselves and their team
- 4+ years within a user experience chapter

**Desirable**:

- Leadership within a user experience environment
- Relevant design and/or IT undergraduate tertiary qualifications
- Recognized industry certifications/accreditations in Service Design, UX/CX/UI or similar.
- Experience in health services highly regarded

**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.

**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.

We’re committed to being an accessible employer and want to make finding your dream job as easy as possible. If you experience any accessibility issues or if you require additional support please contact HR Direct on 1800 989 696.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 06/02/2024

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