Senior Experience Designer

Senior Experience Designer (Melbourne based teams)

• You are a UX designer who prioritizes the user while delivering to the business outcomes
• You thrive in ambiguity and have an appetite to shape a vision and experience for a new assisted experiences platform
• Excited to join a passionate team where you can take ownership of the experience while contributing to a shared goal

Do work that matters

In this role, you will address medium to high complexity challenges related to staff and assisted customer experiences. This position offers an opportunity to leverage your strategic thinking and curiosity to dissect large topics and determine the most effective solutions.

You will use your problem-solving skills to shape digital products, considering the physical environment and the interactions between customers and staff. The experiences designed within the Assisted Channels domain emphasize the role of our staff-facing CRM platform in enabling our team to deliver exceptional service to our customers.

The primary initiative for this role is to redefine the platform experience. Rather than simply redesigning the current system, we aim to reimagine what it 'should be' to ensure it remains relevant and effective well into the future.

See yourself in our team

The Assisted Channels experience team aims to enhance the wellbeing and effectiveness of our staff and customers through research and design. We are part of the Experience Chapter & HCD Center of Excellence, a multidisciplinary team comprising UX designers, UI designers, service designers, and UX researchers who collaborate closely to deliver user-focused outcomes.

We are seeking a Senior UX Designer to develop effective design solutions that provide our staff and customers with exceptional digital experiences, enabling them to perform their daily tasks more efficiently.

You will apply Human-Centered Design principles and methodologies to ensure our solutions meet user needs. We are seeking a team player who is enthusiastic about achieving outstanding results through collaboration and sharing, with a strong focus on user outcomes and quality craft.

On any given week you will

• Manage project autonomously with overview from the Experience Design Chapter Lead
• Work with Experience Designers and Lead to create and implement a cohesive UX strategy for our staff and customer-facing products
• Assist Lead to scope, plan and provide estimates for your projects
• Use the digital strategy to deliver user-centric experiences through the creation of flow diagrams, UI designs, wireframes and interactive prototypes
• Use data and insights to understand the staff, customer and business drivers to define and measure UX metrics
• Assist planning of UX research and validation testing, including assets preparation, in collaboration with the UXD Research team within our Agile framework.
• Produce high-fidelity designs that leverage our internal design systems for staff & customers.
• Manage stakeholders including diverse groups including Product Owners, Dev/Engineering, Sales, Marketing, Legal and Compliance representatives
• Work closely with delivery teams to ensure design assets and specifications fit with their requirements, including Product Owners and Dev/Engineering teams, some based remotely

We are interested to hear from people who have

• Expert knowledge of human centered design
• Strong communication skills with demonstrated success presenting design in a clear and persuasive manner
• Confident cross-functional stakeholder management and influencing skills
• Strong problem-solving, conceptual and design skills
• You are comfortable designing across web and responsive mobile.
• An ability to visualise solutions in appropriate ways: e.g. flows, free-hand sketching, white-board facilitation, wire framing and prototyping
• Experience using customer research, usability testing, behavioural or digital analytics to drive and enhance design optimisation
• Skills in information architecture, task flow and/or decision tree mapping
• Experience designing for complex interfaces across multiple devices
• Experience successfully planning and managing UX project delivery within an Agile development framework to agreed timeframes and budgets
• Ability to think beyond the digital solutions and recognise the role of the environment in how people use technology.
• Experience with designing for AI will be a plus but is not required
• Let us know if you have experiences working within Product Operating Model

Please include a portfolio demonstrating UX process, low and high-fidelity design skills, outcomes delivered with your application.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

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Advertising End Date: 08/12/2024

Job ID REQ209871