CX Design Experience Manager

We are seeking a seasoned CX Design Manager to join our dynamic CX design team in Brisbane. As a key member of the team, you will play a pivotal role in shaping customer strategy, designing compelling propositions, and visualising journeys to deliver exceptional experiences.

In this exciting role, you will support the Senior Manager CX by optimising key product and service delivery journeys and delivering other customer-centric initiatives. You will bring structure to ambiguity by shaping customer strategy, designing propositions, visualising journeys, and contributing to the development of personas and insight-driven decision making.

You will map pain points in key journeys (for example home lending) and facilitate cross-functional workshops or help business units leverage the CRM platform effectively. Your role will involve representing the CX team and the customer in bank-wide initiatives and cross-functional teams, while working on CX ideas and initiatives that transform experiences and propositions for our customers.

You will apply human-centred design techniques to identify pain and gain points and derive design principles. Ground opportunities for sales and service improvements in qualitative and quantitative research, uncovering insights to inform design and improve sales and customer satisfaction.

Develop business growth ideas for new customer propositions from insights and validate them through prototyping and customer testing. Produce artefacts such as Journey Maps and Service Design blueprints.

Collaborate with Product, Marketing, Digital or process delivery teams to sharpen ideas and align on a future state experience. Lead ad hoc customer projects or initiatives to solve unstructured business problems, including conceptualisation, resource coordination, planning and change management.

• Support the Senior Manager CX by optimising key product and service delivery journeys and delivering other customer-centric initiatives.
• Bring structure to ambiguity by shaping customer strategy, designing propositions, visualising journeys, and contributing to the development of personas and insight-driven decision making.
• Map pain points in key journeys (for example home lending) and facilitate cross-functional workshops or help business units leverage the CRM platform effectively.
• Represent the CX team and the customer in bank-wide initiatives and cross-functional teams, while working on CX ideas and initiatives that transform experiences and propositions for our customers.
• Apply human-centred design techniques to identify pain and gain points and derive design principles.
• Ground opportunities for sales and service improvements in qualitative and quantitative research, uncovering insights to inform design and improve sales and customer satisfaction.
• Develop business growth ideas for new customer propositions from insights and validate them through prototyping and customer testing.
• Produce artefacts such as Journey Maps and Service Design blueprints.
• Collaborate with Product, Marketing, Digital or process delivery teams to sharpen ideas and align on a future state experience.
• Lead ad hoc customer projects or initiatives to solve unstructured business problems, including conceptualisation, resource coordination, planning and change management.

• 3+ years of experience in CX, service design, proposition design or customer strategy in B2C businesses.
• Project or change management experience.
• Solid knowledge or experience in customer research or strategic customer projects.
• Experience in financial services, especially home lending or small business banking (not essential).