Senior User Experience Specialist

ASB Bank; Auckland; On-site; NZD 90,000 - 130,000; Full time

Job summary

ASB Bank is seeking a seasoned experience design specialist to move between strategic thinking and hands-on design. You will translate CRM strategy and banker needs into clear experience direction using Salesforce or comparable platforms.

You will work across discovery, journey mapping, service blueprinting, prototyping, research, delivery, and adoption, bringing structure to complex problems and simplifying customer and staff-assisted experiences.

Qualifications

• Significant experience across UX strategy, UX design, service design, product design or related human-centered discipline.
• Ability to frame ambiguous problems, connect insights with business outcomes, and translate strategy into design direction.
• Strong portfolio showing strategic thinking and hands-on design across complex products/services.
• Experience designing complex enterprise workflows and simplifying multichannel journeys.
• Capability across UX practices: research, journey mapping, service blueprinting, interaction design, prototyping, testing, facilitation.
• Strong communication and storytelling to simplify complexity and influence stakeholders.
• Collaborative and curious mindset with the confidence to lead design conversations.

Responsibilities

• Frame ambiguous problems and translate strategy into practical design direction.
• Connect customer and staff insights with business outcomes.
• Lead design conversations and influence stakeholders at all levels.
• Partner with product, technology, and frontline teams to shape experience direction.

Skills

UX strategy

UX design

Service design

Product design

Enterprise design

Communication

Storytelling

Facilitation

Lead design conversations

Collaborative mindset

Design research

Journey mapping

Service blueprinting

Tools

Salesforce

CRM platforms

Job description

Join ASB

At ASB, we're passionate about accelerating the progress of all New Zealanders. Our products underpin our economy and play an important role in people's lives by helping customers manage today and plan for their future.

Mō te Tūranga | About the role

Join ASB's CRM Modernisation programme and help shape the future of customer and banker experiences across a complex enterprise transformation.

This is an opportunity for a seasoned experience design specialist who can move between strategic thinking and hands-on design. Using yourSalesforce or comparable enterprise platform capabilities, you'll translate CRM strategy, banker needs, customer outcomes, business processes into clear experience direction and practical design solutions.

Working across discovery, journey mapping, service blueprinting, prototyping, research, delivery, and adoption, you will bring structure to complex problems and help simplify customer management, relationship management, and staff-assisted experiences.

You will partner with product, business, technology, research, change, and frontline teams. Using strategic and systems thinking, evidence, storytelling, and facilitation, you will align stakeholders and influence experience direction, priorities, and delivery decisions.

You will bring:

• Significant experience across UX strategy, UX design, service design, product design, or a related human-centred design discipline, ideally within financial services or another complex enterprise environment.
• The ability to frame ambiguous problems, connect customer and staff insights with business outcomes, and translate strategy into practical design direction.
• A strong portfolio demonstrating strategic thinking and credible hands-on design capability across complex products, services, or platforms.
• Experience designing complex enterprise workflows and simplifying multichannel journeys through strategic and systems thinking.
• Capability across relevant UX practices such as research, journey mapping, service blueprinting, interaction design, prototyping, testing, and facilitation.
• Strong communication and storytelling skills with the ability to make complexity clear and influence stakeholders at all levels.
• A collaborative and curious mindset with the confidence to lead design conversations and support an inclusive design community.

Experience with Salesforce or comparable enterprise CRM platforms is important. Knowledge of Salesforce Lightning Design System, Financial Services Cloud, Service Cloud, or Sales Cloud would be an advantage.

You may be an experienced designer with strong strategic capability or a strategist who remains comfortable contributing to hands-on design. What matters is your ability to connect strategy with practical, intuitive, and scalable experiences.

Te mahi ki ASB | Working for ASB

Based at ASB's beautiful building in Wynyard Quarter, you will work with and learn from some of the top UX talent in Aotearoa. We embrace flexible working and autonomy with a healthy blend of office-based and remote working.

We are committed to helping our people grow and develop their capabilities through excellent learning and development opportunities.

Successful candidates will be required to complete pre-employment checks which may include Police, Credit, AML Compliance, and qualification verification checks in New Zealand and overseas.

To serve a diverse community, we need a diverse organisation. We encourage applicants from allbackgrounds who bring unique perspectives and thinking styles that add to the culture andperformance of our team.