Lead User Experience

1 week ago

West Perth, Australia Royal Automobile Club of WA Full time

As a Lead User Experience designer, you will be responsible for leading the design and optimisation of end-to-end experiences across sales journeys, ensuring they are cohesive, user-centred, and hit sales goals such as online conversion and online payment uptake. You will design sales journeys and components based on member and business requirements and align with RAC WA’s strategic objectives.

This role is being offered as a 24-month max term contract.

What you’ll be doing- Leading the design capability to create standardised sales journeys (e.g., retail, booking, subscription, policy) and components (payment, authentication prompts, selector tools) that align with RAC's goals.- Translating the sales journey framework into tailored designs for RAC products, ensuring these designs improve sales outcomes such as online conversion and payment rates.- Collaborating with RAC partners to ensure non-RAC owned sales flows are seamless and consistent, while appropriately leveraging RAC-owned components.- Adhering to and contributing to RAC’s Design System to maintain consistent user experiences across multiple journeys and to strengthen RAC’s UI capabilities.- Designing and conducting research (usability testing, user interviews, surveys) to understand member behaviour, motivations, and friction points, and synthesising insights into actionable opportunities.- Working in an Agile team to understand problems, ideate solutions, and prepare handover files for development.- Tracking experience performance through continuous feedback loops and analytics to support ongoing optimisation of the user experience.

What you’ll bring- Relevant education in human-centred design disciplines such as UX design, Service design, or Customer Experience design.- Proven experience in e-commerce and conversion rate optimisation (CRO), or working in high-traffic sales environments to drive business outcomes.- Expertise in user and customer experience, with a focus on leading complex design projects and delivering high-quality, brand-aligned user interface designs.- Solid background in user research and analytics, with the ability to generate actionable insights that inform design decisions.- Experience working in an Agile environment, collaborating with Business Analysts and Engineers to deliver user-centric solutions.- Proven leadership in stakeholder engagement, including working with business leaders and large stakeholder groups to improve customer experience and capabilities.- Additional expertise in app design, team leadership, and personalisation, with experience in journey mapping, customer segmentation, and persona development.

What can we offer you?- A workplace culture where our people feel valued, respected and empowered.- Work in flexible ways that meet work/life commitments and support wellbeing.- Be part of a purpose led organisation that gives back to the WA community.- An environment that values ongoing career development.- Free Roadside Assistance and discounts on RAC products and services including Holiday Parks and Resorts, Security, Finance, Auto Services and Insurance.- Opportunities for community engagement and corporate volunteering.

About RAC- #BetterJourneysRAC #LI-JC1

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