Senior Experience Designer

BOQ Group; Sydney; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Flexible working arrangement

Salary sacrificing options

Paid parental leave

Buy extra annual leave

Discounted private health insurance

Employee Assistance Program (EAP)

Employee network groups (Diversity & L

Pride in Diversity membership

Job summary

BOQ Group is seeking an experienced Senior Customer Experience Designer to shape future-state experiences across physical and digital channels. You will lead discovery through validation, synthesize insights, and translate them into concrete journeys and service experiences across BOQ Group brands.

You will work with multidisciplinary teams, balancing customer needs with business value, regulatory considerations and technical feasibility, while influencing executive decision-making and shaping

Qualifications

• At least five years’ experience in Customer Experience, Human-Centred Design or Service Design across complex journeys.
• Ability to translate insights into actionable recommendations and experiences.
• Strong synthesis and storytelling for senior stakeholders.
• Experience with qualitative and quantitative research approaches.
• Proficiency with collaboration tools such as Miro, PowerPoint, Figma, Confluence and Jira.

Responsibilities

• Define customer and business problems and develop strategic recommendations.
• Facilitate workshops and synthesize research to design end‑to‑end journeys.
• Lead Human-Centred Design activities across discovery, definition, ideation and validation.
• Translate insights into tangible journeys, service experiences and recommendations.
• Communicate findings and recommendations to senior leaders to shape prioritised investments.

Skills

Customer research

Insight synthesis

Journey design

Facilitation

Storytelling

Tools

Miro

PowerPoint

Figma

Confluence

Jira

Job description

About The Role

We are looking for an experienced customer experience practitioner who can combine research, insight, journey design and Human-Centred Design to shape future-state experiences across physical and digital channels.

About The Role

We are looking for an experienced customer experience practitioner who can combine research, insight, journey design and Human-Centred Design to shape future-state experiences across physical and digital channels.

You will define customer and business problems, develop strategic recommendations, facilitate workshops, synthesise research and design end-to-end journeys that improve customer and business outcomes.

Working across BOQ Group brands, you will translate customer insight, business strategy, market context and regulatory requirements into clear experience direction. You will help teams clarify the problems that matter, challenge assumptions and establish a focused scope before determining the right research or design response.

You will lead Human-Centred Design activities across discovery, definition, ideation and validation. This may include qualitative and quantitative customer research, journey mapping, co-design, experience principles and future-state concepts. You will translate insights into tangible customer journeys, service experiences and recommendations that support better outcomes for customers and the business.

Your success will be measured by the clarity created, the decisions influenced and the outcomes enabled.

You will synthesise complex evidence into focused insights, implications and practical recommendations that stakeholders can understand and act upon. Working with multidisciplinary teams, you will balance customer needs with commercial value, operational feasibility, technology, risk and regulatory considerations.

Through strong facilitation, storytelling and stakeholder engagement, you will bring together different perspectives and help teams make informed decisions about future customer experiences. You will confidently communicate findings, recommendations and experience direction to senior leaders and executives, helping shape strategic priorities and investment decisions.

As a senior Customer Experience Designer, you will contribute to the growth of BOQ Group's customer experience capability by sharing Human-Centred Design practices and championing customer-centred decision making across the organisation.

About You

You are an experienced Customer Experience, Human-Centred Design, Design Strategy or Service Design practitioner with at least five years’ experience working across complex customer journeys, services or transformation programs.

You bring structure to ambiguity. You can define problems, establish clear objectives and hypotheses, operate within agreed scope and adapt when meaningful new evidence emerges. You understand that research and design are means to an end, and focus your effort on answering priority questions and supporting better decisions.

You have experience applying both qualitative and quantitative research approaches and can confidently translate evidence into actionable insights, recommendations and experience improvements. You are a strong synthesiser and storyteller who can move beyond presenting observations to identify patterns, implications and actionable recommendations. You simplify complex information, communicate clearly with senior stakeholders and tailor your approach to the needs of different audiences.

Commercially aware and pragmatic, you advocate for customers while considering business value, feasibility, technology, operations, risk and regulation. You work collaboratively, challenge assumptions constructively and influence through evidence, curiosity and clarity.

You are comfortable operating independently, take accountability for the quality and usefulness of your work, and proactively identify and manage delivery risks. You are open to feedback, willing to challenge your own thinking and comfortable adapting your approach as new insights emerges.

You bring strong capability in customer research, insight synthesis, journey design, facilitation and strategic communication. Experience with tools such as Miro, PowerPoint, Figma, Confluence and Jira will support your work.

About Us

BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.

Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That’s creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.

BOQ Group’s inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.

Our perks

At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.

Benefits

Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:

• Flexible working arrangement - Balance your work and personal life with ease.
• Discounted financial products - Enjoy exclusive rates on our financial services across the Group.
• Salary sacrificing options - Maximise your take-home pay with our salary packaging options.
• Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.
• Purchase additional annual leave - Need more time off? You can buy extra leave days.
• Discounted private health insurance plan - Take care of your health with your special rates.
• Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family
• Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.
• Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.

We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community!