Senior Experience Designer: Shape Future Journeys

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

Benefits offered by this job

Flexible working arrangements

Discounted financial products

Salary packaging options

Paid parental leave

Additional annual leave

Discounted private health insurance

Employee Assistance Program

Employee network groups

Pride in Diversity membership

Job summary

BOQ Group is seeking an experienced Senior Customer Experience Designer to shape future-state journeys across physical and digital channels. You will synthesize insights and lead Human-Centred Design across discovery, definition, ideation and validation, working with cross-functional teams to balance customer needs with business value.

You will translate customer insight, regulatory requirements and business strategy into clear experience direction, guiding investments and decisions at senior

Qualifications

• Minimum five years' experience in customer experience, design strategy or service design across complex journeys.
• Strong synthesis and storytelling to influence senior stakeholders.
• Proficiency with research methods (qualitative and quantitative) and tooling.
• Ability to translate evidence into actionable recommendations.

Responsibilities

• Lead discovery, definition, ideation and validation of experiences across channels.
• Translate insights into end-to-end customer journeys and service experiences.
• Facilitate workshops and stakeholder sessions to align on direction.
• Collaborate with multidisciplinary teams to balance customer needs with business value.

Skills

Customer experience

Human-Centred Design

Design strategy

Service design

Facilitation

Stakeholder engagement

Research methods

Miro

PowerPoint

Figma

Confluence

Jira

Tools

Miro

PowerPoint

Figma

Confluence

Jira

Job description

BOQ Group is seeking an experienced Senior Customer Experience Designer to shape future-state journeys across physical and digital channels. You will synthesize insights and lead Human-Centred Design across discovery, definition, ideation and validation, working with cross-functional teams to balance customer needs with business value.

You will translate customer insight, regulatory requirements and business strategy into clear experience direction, guiding investments and decisions at senior