Head of Digital Customer

4 days ago

Melbourne Airport, Australia Team Global Express Full time

**JOB DESCRIPTION**

**About Us**
Team Global Express is an Australian owned logistics business driving more sustainable transport solutions for our customers. Built on a 130-year-old history, our innovative thinking, assets, and capabilities support national interests, helping businesses operate efficiently. Our dynamic teams deliver across an expansive road, rail, air, and sea network, providing transport, logistics, and business solutions to customers throughout Australia and New Zealand.

Team Global Express is led by Christine Holgate, Group CEO, and backed by Allegro Funds, Australia’s most awarded transformation and turnaround private equity firm.

**About the role**
Team Global Express (TGE) are seeking the support of a driven Head of Customer & User Experience. This role is a hands-on and you will be responsible for leading the user experience (UX) and driving the direction of TGE’s customer facing platforms and digital product development from a human-centred design approach. While there is not a traditional team you will have indirect reports within the IT team, your ability to lead and influence those team members will be vital. You will also play a pivotal role in creating compelling and emotionally resonant customer and service experiences and solutions across web, mobile and other engagement channels. The ability to blend story and technology to make a significant impact to the business, brand and the always-on consumer will be vital to your success in the position.

**Primary Duties & Responsibilities**
- Own the end-to-end customer experience vision across all digital channels of customer engagement and service delivery for all customer segments.
- Responsible for setting the direction for the UX and relaying this between key stakeholders and the wider group
- Ensure alignment of future state customer experience to broader strategic priorities and business objectives.
- Partner with the business and digital product owners to identify CX pain points and identify improvement opportunities.
- Analyse global best practices and new trends in CX improvement and incorporates learnings in segment specific CX enhancement roadmap.
- Involved in the creation of personas, user journey maps, concepts, mock-ups, prototypes, wireframes, task flows, site maps and more to describe key aspects of a proposed experience and how it reconciles business and user needs with brand considerations
- Partner with the business and digital product owners to ensure consistency of experience delivered through digital customer touchpoints across the end to end value chain
- Partner with business and product owners to identify and shape EX improvement opportunities that impacts customer experience delivery
- Advocate for good experience design principles for TGE and their clients
- Assess work for usability, desirability, accessibility and appropriateness for the TGE brand
- Be a leader for the UX team and a key pillar for the work that is done within the team

**About You**

Are you a results driven and hands on experienced UX Designer that has a customer centric approach? Perhaps you’re looking for an opportunity to move away from the agency world? Maybe you have been working as a Senior Digital Designer and you have been looking for your chance to step up? Does this sound like you? If so this could be the role for you You are a true SME for anything that is customer facing digital design. Your strengths lie in your exceptional ability to explain complex digital journeys in a simple manner to a variety of audiences. Being able to present to all level of stakeholders including the C-Suite comes naturally to you. Half your days will be filled with leading customer experience projects and the other half will be spent designing. So, while it’s important you can lead projects, it is just as important for you to be keen to role your sleeves up. You'll bring a strong commitment to producing high-quality work and the ability to network across all levels of stakeholders. Your motivation, enthusiasm, work ethic and listening skills will see you succeed in this role.

**Qualifications & Experience**:

- Degree or equivalent experience required in design-related discipline
- Hands-on capability design capability with experience using design tools such as Figma, Adobe and project planning tools such as jira/confluence
- Deep expertise or training in one or more sub crafts within the Experience domain, with a solid understanding of core experience practises of: CX&I -Service Design, Research & Insights, Experience Design, Content Design, Design Operations
- Experience in working on large scale projects end to end from problem space to solution concept to build and scale
- A strong awareness of a variety of processes and approaches like user-centered design methods, agile development, lean design, etc.
- An expert thinker and doer, collaborator and mentor that brings out the best in others
- Ability to inspire people, evangelis

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