UX Lead

Melbourne, Victoria | RACV Head Office
- Fixed Term Full Time - 12mth | Hybrid Working
- A Competitive Salary | Discounts on Selected RACV Products

**Great things start here**

RACV is an organisation that’s broader and bigger than you think - beyond the trusted roadside assistance and insurance lines, and significant portfolio of Travel and Leisure experiences, RACV is also one of the biggest installers of Solar energy in Victoria, and it’s a much broader organisation outside of the RACV brand and outside of Victoria with numerous Australian and international subsidiaries and associates. At its core, RACV is the largest member organisation in Victoria, and we’re trusted to be there for our over 2 million members.

**About the Opportunity**

The User Experience Lead sits within our Membership & Digital Division and is a key strategic role responsible for shaping and managing the digital experience of the RACV Mobile App. Working closely with senior business leaders, developers, designers, marketers, and product managers, this role serves as the voice of the app user, ensuring a seamless and engaging experience.

Success will be measured by the strategic value delivered to the business, as well as member reach and engagement. The UX Lead will define the app’s digital experience roadmap, balancing customer needs, business objectives, and technical feasibility.

This role requires strong relationship-building, influence, and storytelling skills, and will work across all levels of the organisation. It also includes leading the development of mobile app design capabilities and driving a consistent, scalable UX strategy across RACV’s digital channels.

You will lead end-to-end design processes from concept to launch and continuous improvement, creating compelling, intuitive experiences across devices.

**Come along for a new journey**

You’ll be instrumental in ensuring the RACV App delivers an exceptional experience to our Members. Here’s a glimpse of what you’ll be doing:

- Own, deliver and execute end to end RACV App digital experience design from conception through to launch and ongoing iteration and improvement, leveraging agile and design thinking principles.
- Use customer and member insights to drive and guide development of new/improved member experiences and offerings for the RACV App.
- Ideate and lead the creation of end-to-end user flows, conceptual wireframes and prototypes.
- Lead UX research activities across the mobile app lifecycle, from discovery through to validation using a range of qualitative and quantitative methods to uncover user needs, pain points, and behaviours.
- Translate research insights into actionable design direction and embed evidence-based decision-making within cross-functional teams.
- Lead the articulation of ROI and member experience gains associated with design outcomes for the RACV App.
- Ensure optimal and consistent approach to the app experience and lift consistency of cross channel interactions. other digital channels.
- Make decisions, clear roadblocks and negotiate trade-offs to ensure maximum impact for Members and the business.
- Coach and develop a team of talented individuals to improve performance and behaviours, ensuring clarity of purpose, clear development plans and a maintaining a collaborative and supportive team environment
- Role model a culture of collaboration and knowledge sharing across the Membership & Digital department and throughout RACV
- Develop strategies to deliver continuous, iterative improvement of the mobile app experience through optimisation, UX reviews, analytics and research

**What you’ll need to be successful**
- Proven ability to lead and deliver exceptional end-to-end mobile user experiences across iOS and Android platforms
- Deep understanding of mobile user behaviour, standards, context, and usage patterns to inform experience strategy and design decisions.
- Up to date with the latest UX trends, mobile app patterns, and platform-specific usability guidelines, including accessibility best practices (e.g. WCAG adapted for mobile).
- Demonstrated success influencing and collaborating with cross-functional teams, including product, engineering, research and marketing.
- Skilled in articulating and presenting user experience strategies, design rationale and insights to diverse audiences.
- Strong understanding of mobile-specific UX metrics and behavioural data, and ability to translate these into meaningful experience improvements.
- Tertiary qualified in Industrial Design/Graphic Design/Fine Arts/UX Design or related fields that help you make sense from chaos.
- 8+ years professional experience in mobile app UI/UX design, with a strong portfolio demonstrating successful delivery of mobiledesign.
- Proficiency with a wide range of technology tools, including:

- Figma (advanced mobile design usage)
- Prototyping tools (Figma, ProtoPie, Principle)
- Jira, Confluence, Miro
- Experience working with mobile component libraries, desi