UXD Lead / Senior Manager

CommBank; Sydney; Hybrid; AUD 170,000 - 210,000; Full time

Job summary

CommBank is seeking a Chapter Lead, Experience Design for Netbank payments within Retail Banking Services. You will lead a cross-functional team of designers, researchers and content specialists to shape an end-to-end customer experience across NetBank and the CommBank app.

You will own the strategic experience design and governance, partnering with product and technology leaders to ensure cohesive, customer-centred outcomes across multiple touchpoints. Hybrid work with 50% in-office is expected.

Qualifications

• Proven experience designing within banking/financial services.
• Strong discovery and delivery track record in a dual-track product operating model.
• Exceptional presentation and stakeholder management skills.
• Ability to lead a team of designers, researchers and content designers.

Responsibilities

• Lead experience strategy, roadmap and governance for Payments in NetBank.
• Direct dual-track discovery to surface customer problems and opportunities.
• Vision and concepting to communicate direction and rally stakeholders.
• Oversee outcome-led delivery with product owners to define metrics.
• Portfolio planning and estimating initiatives across delivery.
• Collaborate with domain DesignChapter Lead, product, engineering, risk and others to deliver feasible solutions.
• Develop design capability and contribute to design system improvements.
• Mentor and manage goals and performance of the team.
• Oversee design operations across portfolio and Chapter.
• Advocate for design and ensure customer problems are embedded in delivery.

Skills

People leadership

Design leadership

Human-centred design

Payments domain knowledge

Cross-functional collaboration

Strategy & governance

Job description

Chapter Lead, Experience Design- Netbank crew| Payments | Retail Banking Services

You are an experiencedproductdesign leader who isenergisedby ambiguity and curious about emerging digital technology,fintechand the future of digital channels.

Our team is a humble but talented group committed todeliveringthe best digital experiences for our customers and staff.

Together we deliver digital innovation that helps build a brighter financial future for all Australians.

Role snapshot

Level- Senior Manager

Division / domain- Retail Banking Services — Netbank

Crew- Netbank

Direct reports-6-10

Platforms- CommBank app,NetBankand the CommBank website

Ways of working- Hybrid, 50% in-office.

Do work that matters

TheProduct DesignChapterLeadworks in a collaborative, cross-functional environment, leading aHumanCentred Design approach to createeffective, cohesive design solutions that meet real customer needs.

In this role you will own the strategic experience design and governance of Netbank, shaping how customers experience Payments across Netbank and collaborating closely with the the award-winning CommBank app team. You will partner with Product and technology leadership and work hand in hand with a fellowDesignChapter Lead inNetbank, partnering closely on initiatives that overlap so theend-to-end experience stays coherent.

You are equally comfortable in shaping the future vision and strategy, as well as in discovery and delivery. You Bring a dual-track mindset, framing the customer problem and desired outcome up front, then guiding a team of designers,researchersand content designers to turn that thinking into shipped experiences. You are proactive inbringing visioningand the customerneedto your stakeholders,anticipatingneeds andstaying at the forefront of innovation.

See yourself in our team

Reporting intoDesignChapter Area Lead, you will be a principal member of theDesignChapter and itsDesignLeadership team. You will lead 6-10direct reports and work closely with Researchers and other Digital designers across RBS and Business Banking.

TheNetbankDesign team sits withinRetail Banking Services(RBS). It is part of a180+strong design communityacrossRBSwithhigh-qualityexpectations and an award-winning design system. Comprised of UX Researchers,ProductDesigners, UI Designers, Service Designers, Content Designers andDigitalAccessibility Experts, the Chapter delivers inclusive staff and customer experiences across all our digital and assisted touchpoints, through best-practice research and design methodology.

Where will you go?

If you live our values anddemonstratethe required people and technical capabilities, we can offer great opportunities for progression across one of Australia's largest and most ambitious design communities.

Any given week could see you

• Experience strategy —creating,championingand evolving an innovative experience strategy and roadmap for Payments in NetBank.
• Discovery and problem framing —leading dual-track discovery, surfacing customer problems and opportunities, and articulating a clear point of view on the need before jumping to solutions.
• Visioning and concepting —getting on the tools to create concepts and visions that communicate where the experience is heading and rally stakeholders around it.
• Outcome-led delivery —working within a customer-problem and outcome-led product operating model. Partnering with Product Owners to understand business drivers, defineexperiencemetrics, and measure and report onkeyresults.
• Portfolio planning —scoping,planningand estimating portfolio initiatives, and tracking delivery against budget and timelines.
• Cross-crew partnership —collaborating with your fellow domainDesignChapter Lead, and with product, engineering,riskand other stakeholders, to deliverfeasiblesolutions on overlapping initiatives.
• Design practice —leading the development of design capability andbestpractice within the Chapter, includingthecontinuous improvement ofmethodologies, tools and processes, and contributing to the design system.
• Peopleleadership —mentoring and managing thegoalsandperformance of your team to support capability development and career progression.
• Design operations —overseeing design operations across your delivery portfolio and the Chapter more broadly.
• Advocating for design —ensuring experience designmethodology, and the customer problem, are understood and embedded in product delivery across the broaderorganisation.

We are interested to hear from people who have

• Proven experience designing within banking and/or financial services, across native and responsive platforms.
• Proven design leadership and mentorship experience, leading teams of designers and researchersto do their best workand thrive.
• A strong discovery and deliverytrack record, comfortable operating in a dual-track, customer-problemand outcome-led product operating model.
• Comfort with ambiguity, and the drive to proactively bringvisioningand the customerneedto your work and stakeholders.
• Extensive experience implementing the end-to-endproductdesigndiscovery and delivery, including scoping, planning and estimating large or complex programs.
• Strong conceptual interaction design and information architecture skills, with the judgement to know “great” from “good”.
• The ability to see the bigger picture and to design and critique from a strategic perspective.
• Exceptional presentation,communicationand stakeholder management skills.
• Experience using customer research,behaviouranalyticalsdigital analytics to drive design and journeyoptimisation.
• Experience working within regulated environments.
• Experience in Payments and web channels.
• Familiarity with contributing to and scaling a mature design system.