Director Experience, Financial Services Australia

Company Description

Publicis Sapient is a global digital transformation partner that for more than 30 years has guided some of the world's largest organizations toward a digitally enabled future, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting and customer experience with agile engineering and problem-solving creativity. United by our core values and purpose of helping people thrive in the brave pursuit of Next.

Our 20,000+ professionals in 56 offices worldwide combine experience across technology, data sciences, consulting, and customer obsession to accelerate our clients' businesses through designing the products and services their customers truly value.

Job Description

As Experience Director, Financial Services you will take a leading role in working with our FS clients to create meaningful and impactful human-centered experiences in a fast-paced and rapidly changing environment.

You'll take on a national leadership role, collaborating with Industry Leads, Client Partners, and Marketing to build Publicis Sapient's reputation as a trusted leader in Customer Experience. Through thought leadership and go-to-market activity, you'll help shape our profile in the market and create demand for transformational Experience work.

Working at the intersection of Digital Product Design, Platform Implementation, Service Design, and Technology Modernisation, you'll co-develop propositions and grow a strong portfolio of impactful work. As we expand our Experience offering in Financial Services, you'll be instrumental in positioning Publicis Sapient as the partner of choice for experience-led transformation. Collaborating closely with leaders across Engineering, Strategy, Data, and AI, you'll also provide support to clients in the Insurance and Superannuation sectors

Your impact with clients

- You provide thought leadership and advisory services to clients that bring together market leading CX transformation services in the context of the Financial Services business and market context
- You bring an insightful understanding of our client's needs and frame how their competitive advantage drives customer and business value
- You passionately evangelise for excellence in brand and customer experience and Design, both internally and with clients when addressing challenges and opportunities front stage as well as backstage service design
- Engaging board and management level stakeholders in a regular dialogue about CX, helping them identify opportunities, see and address challenges and make choices about their transformation imperative
- You're passionate about nurturing and growing client relationships to shape the strategies that deliver business value and increase customer engagement
- You are confident in managing complex client engagements and stakeholder environments and relationships, a confident and articulate communicator
- Guides executive level in understanding application of design methods, facilitates workshops and co-creation with exec level participants to drive consensus and action

Responsibilities

- Lead design and advisory services that integrate cutting-edge experience transformation with deep financial services expertise.

- Shape and communicate design-led strategies, including GenAI-powered products, that create competitive advantage.

- Engage executive stakeholders in meaningful dialogue around design, customer experience, and transformation priorities.

- Confidently lead complex client engagements, building trusted relationships and navigating stakeholder dynamics.

- Define and deliver impactful propositions, from ideation through to execution and measurable outcomes

- Champion thought leadership and market visibility for Publicis Sapient's Experience and digital transformation capabilities.

- Partner across capability, industry, and client teams to position Experience Services and GenAI expertise with key accounts, driving strategic opportunities.

- Build and lead high-performing design teams, fostering a culture of innovation, inclusion, and continuous improvement.

- Collaborate cross-functionally to deliver holistic, human-centered solutions grounded in strategy, product, and technology.

- Define target visions, product strategies, and roadmaps that align with client and customer needs.

- Ensure excellence in design delivery through oversight, governance, and process optimization.

- Support growth initiatives through talent development, forecasting, and strategic hiring.

- Act as a mentor and coach, inspiring teams with a growth mindset and commitment to craft excellence.

Qualifications

Your Skills & Experience

- 12+ years' experience in Experience Strategy & Design from a leading consulting firm, agency, product company or enterprise organisation
- Experience and established networks in the Financial Services space, with breadth or exposure to other industries such as retail and insurance a plus
- Deep expertise or training in one or more crafts within the Experience capability, with a solid understanding of two or more core experience practises spanning Service Design, Product Design, Design Research.
- Experience developing AI propositions and delivering AI powered products and services highly regarded
- Experience leading large scale, Agile experience-led digital transformation projects end to end from problem space to solution concept to build and scale
- An expert thinker and doer, collaborator and mentor that brings out the best in others

Additional Information

As part of our dedication to an inclusive and diverse workforce, Publicis Sapient is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at hiring@publicis.sapient.com

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