Senior Experience Designer

Origin Energy; City of Melbourne; On-site; AUD 100,000 - 125,000; Full time

Job summary

A leading energy company in Melbourne is seeking a Senior Experience Designer to enhance customer experiences across various channels. The ideal candidate will have strong skills in human-centred design and a passion for leveraging AI to create innovative solutions. You'll collaborate across teams to lead design strategies while ensuring engaging customer journeys. This role offers opportunities for personal growth in a dynamic environment.

Qualifications

• Strong skills in human-centred design, experience creating prototypes and journey maps.
• Ability to synthesize customer research into actionable insights.
• Passion for leveraging AI and new technologies.

Responsibilities

• Lead the design of intuitive customer experiences across digital and assisted channels.
• Translate research and insights into clear design outcomes.
• Explore emerging technologies to elevate customer journeys.
• Develop, test and refine design solutions.
• Create repeatable design practices to drive consistency.
• Collaborate with diverse teams to ensure successful solution delivery.

Skills

Human-centred design

Customer research synthesis

Leveraging AI and automation

Communication and collaboration

Agile environment experience

Job description

Join a team that's All Kinds of Useful. At Origin, being useful is more than a tagline - it’s how we approach work every day. As a collective, we’re a team that thrives on finding better ways, working together, and owning our impact. From powering homes to delivering award-winning internet and helping to lead Australia’s energy transition.

About the Role

We’re looking for a Senior Experience Designer to shape seamless, customer-first experiences that make it easier for people to get help. In this role, you’ll enhance customer journeys across our call, chat, and digital channels, and use AI to help create entirely new ways for customers to interact with us. You’ll also guide the long-term strategy and continuous improvements through a human-centred design approach.

Key Responsibilities

• Lead the design of intuitive customer experiences across digital and assisted channels, ensuring they are engaging, simple and effective.
• Translate research and insights into clear design outcomes, frameworks and experience strategies.
• Explore and apply emerging technologies (such as conversational design for AI across voice and chat) to elevate customer journeys.
• Develop, test and refine multiple design solutions, recommending those that balance feasibility, desirability and viability.
• Create repeatable design practices—patterns, templates and guides—to drive consistency and efficiency across the business.
• Collaborate closely with Product, Tech, BAs, Content and UI to ensure your solutions are successfully delivered to customers.

About You

You are a customer champion who thrives at the intersection of design, technology and innovation. You’re curious, collaborative and eager to push the boundaries of what’s possible—always seeking new ways to improve experiences for customers.

You’ll bring:

• Strong skills in human-centred design, with experience creating artefacts such as prototypes, journey maps and user flows.
• Ability to conduct and synthesise customer research into actionable insights.
• A passion for leveraging AI, automation and other new technologies to create smarter, more personalised experiences.
• Great communication and collaboration skills, with the ability to influence and align diverse teams.
• Experience working in agile environments, ideally within complex or regulated industries.

Origin - Where good change happens

At Origin, we’re powered by people who believe in creating change. We are committed to fostering a diverse, gender equitable workforce, where everyone is welcome, and all applications are evaluated on merit and potential.

We encourage applications from Aboriginal and Torres Strait Islander Peoples, people living with disabilities, culturally diverse people, any stage in life, people with intersex variations and people within LGBTQ+ communities, including trans and gender diverse.

Enjoy a challenging career in an exciting industry where you can grow and explore your potential. If you think you have transferable skills, an appetite to learn and would be a great fit, we’d love to hear from you.

Origin recognises Aboriginal and Torres Strait Islander Peoples as the Traditional Custodians of country throughout Australia, and we pay our respects to Elders past, present and future.

Background checks may be required to determine your suitability for this position as part of the recruitment process and during your employment.