Head of Customer Experience

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 currently recruiting for an experienced Head of Experience and Design to level up the customer and user experience across all FrankieOne touchpoints. You have extensive knowledge and expertise in Customer Experience, User Experience and Visual Design, and understand how to bring them together to deliver and scale exceptional experience outcomes.

As Head of Experience and Design, you are an accomplished leader with a growth mindset and a thirst for finding beautifully simple solutions to complex problems. You are the voice of the Client and End-user and expertly balance their needs along with the needs of the business. Managing a team of designers, you champion and implement design thinking practices and processes to make them an integral part of the FrankieOne design culture.

You are endlessly curious and love delving into the nitty-gritty of a problem. You work collaboratively with all internal teams, clients and end-users to ideate best-in-class experiences and to bring them to life, ensuring that results are tangible and measurable.

Working in a fast-paced, collaborative and high energy start-up, you thrive in knowing that you are making a material impact to the growth and direction of the company.

You will be reporting to Soumya Srinivasan, who leads FrankieOne's Product and Delivery. Soumya has extensive experience in Fintech as Head of Payment Apps at eftpos, Head of In-store Products at Paypal, and Director of Product and Payments at the neobank Xinja. While Soumya is a massive fintech nerd, she loves nothing more than curling up with a good book (except maybe the kids).

**Your ticket to success**:

- **Own the function. **You:

- Complete the strategic planning and management of the customer experience, user experience and design function.
- Craft a strategic vision that aligns HCD and technology with client needs and business objectives, encompassing UI, UX, customer analytics and insights
- Are also responsible for defining, monitoring and delivering quarterly Objectives and Key Results to ensure we achieve our desired goals.
- Oversee multiple projects and scale resources accordingly, ensuring deadlines are met.
- Oversee the implementation of designs with the development team, all the way through to testing and final delivery.
- Generate high-quality customer-facing and internal knowledge documents and educational materials.
- **Be a people leader.** You proactively manage your team, ensuring they are setup for success. Achieving steady improvements in the ways of working. You will also coach and manage junior and senior talent as appropriate.
- **Have your 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.
- **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.
- Built up your leadership skills with demonstrated success in leading, nurturing and mentoring design teams and interacting with customers and end-users.
- Developed a strong understanding of both B2B and B2C facing digital products and proven experience designing and delivering for each.
- Implemented design thinking practices and processes.
- A proven high level of attention to detail with a strong visual design background.
- Developed great communication skills, both written and verbal.
- Ideally experienced working with or for fast-growing start-ups, understanding and appreciating lean design practices and knowing where to focus attention to maximise ROI.
- Ideally worked in banking, FinTech 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