Lead Experience Designer

Reporting to the General Manager, Customer Experience, you’ll lead multiple CX initiative using Human Centred Design and lean methodologies that result in impactful experiences, compelling evidence based insights and service design innovation.  They will undertake research, synthesis, and design to build a foundational body CX and service design resources that support the design and implementation a wide range of positive customer and employee experiences (including but not limited to, customer journeys, customer archetypes, current and future state blueprints, experience principles etc).
  
This is a highly collaborative role which will require the ability to manage cross functional activity and teams, facilitate workshops that result in clear productive outcomes, liaise with stakeholders and the ability to codesign,  prototype and pilot with customers and employees. You’ll be responsible for service innovations that have high social impact.
   
The details:

• 12 month contract
• Base salary + super + salary packaging benefits (if you’ve never worked for a NFP visit www.salary.com.au to find out how this translates to more in your take home pay)
• Flexible, hybrid work arrangements – work from home and office based at Macquarie Park

What you’ll bring

• Tertiary qualifications in creative intelligence, design, design anthropology, psychology, or other relevant field; or equivalent knowledge gained through industry experience
• Minimum of 5 years working within a CX design team in an experience design role with experience leading CX initiatives (ideally within a purpose led, customer facing organisation)
• Proven ability to develop new approaches to deliver impactful services based on a deep yet flexible understanding of CX, HCD and Service design methods and tools
• Strong empathy and curiosity that support highly attuned ability to really listen and to identify hidden needs and behaviours in customers, employees and stakeholders
• Outstanding ability to synthesise a wide range of data into cohesive, clear, concise and compelling insights, experience principles, service requirements
• Ability to deal with ambiguity and high levels of empathy and enterprise to drive maturing customer centricity  

 Why work with us?

• Make a genuine difference to the relationship wellbeing of individuals, couples and families; everyday!
• An opportunity to be a change agent, innovator and drive growth across our organisation
• Work alongside people who truly care about what you achieve together
• We offer many benefits including flexible working options, salary packaging, additional leave days and fitness passport
• We value inclusion and belonging. We want a workforce that is reflective of all the communities we serve. To strengthen our inclusive practice we have employee action groups: Accessibility, Reconciliation, Gender, Sex & Sexually Diverse and Culturally and Linguistically Diverse (CALD)
• We are committed to deepening our relationships with Aboriginal and Torres Strait Islander people. We have a stretch Reconciliation Action Plan to guide our efforts to build strong relationships, increased employment, and enhanced respect between Aboriginal and Torres Strait Islander peoples and other Australians