Senior Experience Designer: Shape Future Customer Journeys

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

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