Senior Customer Experience Designer & Strategist

BOQ Group; Brisbane; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible working arrangement

Discounted financial products

Salary sacrificing options

Paid parental leave

Purchase additional annual leave

Discounted private health insurance

Employee Assistance Program (EAP)

Access to employee network groups

Pride in Diversity membership

Job summary

BOQ Group is seeking an experienced Customer Experience Designer to shape future-state experiences across physical and digital channels. You will translate insights into clear experience direction, define problems, and lead end-to-end journeys that balance customer needs with business value.

You’ll work with multidisciplinary teams, facilitate workshops, and communicate findings to senior leaders, helping priority decisions and investments. Strong facilitation and storytelling are essential.

Qualifications

• At least five years’ experience in customer experience, design strategy, or service design.
• Experience across complex customer journeys and transformation programs.
• Ability to translate evidence into actionable insights and recommendations.
• Strong synthesiser and storytelling skills for senior stakeholders.
• Clear objective setting, hypotheses and scoped delivery plans.

Responsibilities

• Define customer and business problems and develop strategic recommendations.
• Lead end-to-end journey design across physical and digital channels.
• Facilitate workshops and cross-functional sessions with stakeholders.
• Synthesize qualitative and quantitative research into actionable insights.
• Communicate findings and experience direction to senior leaders.
• Lead Human-Centred Design activities across discovery, definition, ideation and validation.

Skills

Customer experience

Human-Centred Design

Design strategy

Service design

Research

Facilitation

Stakeholder management

Storytelling

Miro

Jira

PowerPoint

Figma

Confluence

Tools

PowerPoint

Figma

Confluence

Jira

Job description

BOQ Group is seeking an experienced Customer Experience Designer to shape future-state experiences across physical and digital channels. You will translate insights into clear experience direction, define problems, and lead end-to-end journeys that balance customer needs with business value.

You’ll work with multidisciplinary teams, facilitate workshops, and communicate findings to senior leaders, helping priority decisions and investments. Strong facilitation and storytelling are essential.