Cx Lead

At FrankieOne, we help organisations mitigate risk and make great decisions. We're absolutely passionate about protecting customers and minimising their exposure to risk and will do whatever it takes to make it simple and easy for them to have a trusted experience that scales. And frankly, makes them smile. We get up in the morning to prevent fraud, to help institutions comply with regulation and to change the way that big banks, FinTech's and others serve their people. When you join the FrankieOne family, you're joining a team of energetic, hoodie-wearing compliance tech geeks, who love nothing more than making processes efficient and dreaming big in the process. (Get it?). As a start up we like to move fast and fix things.

FrankieOne. Helping global FinTech's do big things, fast.

**The role**:
We're looking for a CX Lead who is inspiring, collaborative and has an absolute passion for design. With expertise in across customer experience, user experience and product design, you bring these various areas together to understand the customers needs and deliver an exceptional experience in return.

Reporting to our Head of Product, you will be a leader. You're willing to roll up your sleeves to do the do and will support your team to do the same.

This role can be based in either our Melbourne or Sydney office.

**Your Ticket to Success**:

- **Own the function.** Working alongside the Head of Product, you are responsible for the strategic planning and management of the CX function. You use customer feedback, analytics and insights to drive a strategic vision for design as well as develop and define the suitable methods and tools to be used to deliver on it
- **Simplify complexity. **You distill complex problems and propose simple, elegant design solutions.
- **Inspire. **You proactively manage your team, ensuring they are set up for success. You know their strengths, support them with their developmental areas and achieve steady improvements in the ways of working.
- **Data Savvy.** You know the right question to ask, how to design experiments and how to gather and distill data to make informed design decisions.
- **Finger on the pulse.** You work with our clients to understand their needs, translating them into actionable design enhancements. You understand how you need to communicate your dependencies, requests and progress to internal stakeholders in a clear, realistic and concise way.
- **Get Stuck In. **You're not just here to lead (although that's a very important part) but we do expect you to actively get involved with the work alongside your team.
- **Be an advocate. **For Frankie, for the product, for our people and for our values.

**In a previous life you have**:

- 6+ years experience in design, customer experience, user experience, product management or service design using design thinking in a start-up environment
- Delivered a lot with little and have ideally been part of a small design function in the past, mentoring others within the team
- Implemented lean design practices and processes and know where to focus attention to maximise ROI.
- Developed a strong understanding of both B2B and B2C facing digital products and proven experience designing and delivering for each.
- A proven high level of attention to detail with a strong visual design background.

Ideally worked in banking, FinTech, SAAS based products, or identity verification.

**Our benefits & ways of working**:

- **Pick your own tech. **We want you to be comfortable with your technology. That's why every employee is given an allowance to purchase the technology they want. Team PC or Team Mac, we won't judge
- **Ongoing Development Opportunities. **We pride ourselves on our culture of continuous development and learning.
- **Hybrid Working**:At a minimum we come together on Wednesdays and Fridays so we can maintain our vibrant office culture. Part of the Stone & Chalk startup ecosystem, our offices come with a LOT of perks and community events including weekly breakfast, fortnightly 'Chalk Chills' drinks and 'Sweet Spot'.
- **Enhanced Parental Leave. **We offer up to 12 weeks paid parental leave for primary carers and 4 weeks for secondary (with the option to swap in if needed).
- **Team Building & Social Events. **Trivia or board game fan? We have you covered. We run regular team building and social events to maximise collaboration across teams.
- **MERCH**:On starting, you will receive a coveted Frankie hoody and t-shirt.