Customer Experience Strategy Lead

Stake is looking for a **Customer Experience Strategy Lead**to join our fast growing team here within a hybrid working model

We're an Australian investing platform that helps ambitious people confidently grow their wealth. By offering seamless, immersive access to the share markets, we've empowered a new wave of investors. Stake has grown fast from a fintech startup into a robust financial services company. Today we have 700,000+ customers and more than A$5 billion under administration.

At Stake, we break barriers in everything we do. Just like our customers, we're driven by ambition. Our desire for continuous growth is what creates the collaborative and high-performance environment we work in. Though we're spread around the world, we're a unified team moving towards a shared vision: to unleash the investor in everyone.

Join us as we continue to reshape the financial industry, inspiring investor confidence and celebrating our wins along the way.

**About this role**:
We are seeking a CX Strategy Lead to join our team and play a key role in shaping the customer experiences for our products and services. This role is for someone who thrives in a fast-paced environment, excels at solving complex design challenges, and is passionate about uncovering the end-to-end customer journey and defining opportunities for ideation. You'll dig into feedback, behaviour, and journeys across all touchpoints to find moments of friction, opportunities for innovation, and ways to scale customer love.

Operating across product and service layers, you turn insight into direction and strategy into better outcomes for customers. With systems thinking, a keen eye for pattern recognition, and a sharp ability to guide the business toward what matters most, you use experimentation to bring ideas to life. You help shape the future of how customers interact with Stake by uncovering unmet needs across the customer journey, translating feedback into insight, and collaborating with cross-functional teams to ideate and co-create meaningful experiences.

**Primary responsibilities**:

- Own the customer experience strategy across the product and service ecosystem, identifying where innovation can create competitive edge, loyalty, or differentiation.
- Map and visualise product and service journeys, identifying pain points, jobs-to-be-done, and opportunities for optimisation or innovation.
- Own the product experience insights layer pulling from data, support interactions, and planning and conducting research to inform the customer experience.
- Facilitate strategic workshops to align cross-functional teams around customer experience opportunities and inform product and service roadmaps.
- Build and maintain service blueprints, journey maps, and opportunity frameworks to guide customer experience decisions at scale.
- Connect product and service opportunities to strategic priorities and commercial outcomes.
- Bring a futures mindset, always probing "what's next?" for our customers to influence roadmap decisions and strategic planning.

**A bit about you**:

- Experience in CX strategy, design or transformation roles ideally within a fast-paced technology, digital or financial services environment.
- Proven track record of developing and implementing successful CX strategies that have led to measurable improvements in customer satisfaction, loyalty and business outcomes.
- Strong analytical skills with the ability to translate complex data and insights into clear, actionable strategies and compelling narratives.
- A passion for understanding customer needs and relentless drive to deliver outstanding customer experiences.
- A strong collaborator, comfortable working with cross-functional teams to drive customer engagement and business growth
- Fintech B2C experience is essential, with a solid understanding of designing consumer-facing products and services.
- Collaborate cross-functionally with product, engineering, marketing and strategy teams to create and iterate on ways to optimise customer experience.

**Benefits of working at Stake**:
You'll have the opportunity to work with autonomy while learning from some of the best talent in the industry, playing a meaningful role in building a company that has loads of positive momentum and excitement around it. Having said that, we also have perks.
- Professional development allowance
- Wellbeing allowance
- Up to 16 weeks of paid parental leave
- Childcare allowance
- Extra paid leave during tough times
- Discretionary performance bonus and talent referral bonus

Stake is an equal opportunity employer that values diversity. We're proactive about providing an inclusive work environment and do not discriminate based on race, religion, nationality, gender, sexual orientation, age or disability status. We're also endorsed by WORK180 as a great employer for women.

It all comes together to explain why Stake placed 1st in the 2024 AFR BOSS Best Places to Work list for the Banking, Superannuation & Fin