Senior User Experience Specialist

ASB Bank; Auckland; On-site; NZD 120,000 - 160,000; Full time

Benefits offered by this job

Choice options

Health insurance

Life insurance

Income protection

Leave & banking benefits

Job summary

ASB Bank is seeking a Senior User Experience Specialist to lead end-to-end onboarding experiences across ASB's web and mobile channels, shaping the future of how customers join ASB.

You'll work in a cross-functional squad with Product Owners, Engineers, Researchers and Compliance specialists, translating complex regulatory requirements into intuitive, accessible experiences while mentoring others and growing ASB's Design Practice.

Qualifications

• 7+ years designing digital products and customer experiences.
• Strong capability in journey mapping, interaction design, information architecture and prototyping.
• Experience leading UX initiatives within Agile product teams and squad environments across web and mobile platforms.
• Proven experience conducting customer research and translating insights into impactful design outcomes.
• Excellent stakeholder engagement, communication and facilitation skills.

Responsibilities

• Design end-to-end onboarding journeys across web and mobile experiences, including exception paths and recovery journeys.
• Translate complex business, customer and regulatory requirements into simple, customer-centred experiences.
• Create customer journeys, user flows, wireframes, prototypes and experience requirements.
• Planning, conducting and synthesising customer research and usability testing to inform design decisions.
• Facilitating workshops and collaborating with stakeholders to solve complex customer and business problems.
• Using customer insights, analytics and evidence-based design practices to shape experience direction and prioritisation.
• Championing accessibility, usability and inclusive design practices.
• Leading significant UX initiatives and contributing to reusable design patterns, frameworks and design standards across ASB.

Skills

UX design

Customer journeys

Information architecture

Prototyping

Agile product teams

Stakeholder engagement

Mentoring

Job description

Help shape the future of how customers join ASB

At ASB, we're committed to helping New Zealanders get one step ahead. We're looking for a Senior User Experience Specialist to join a high-profile transformation programme that will redefine how customers onboard and begin their relationship with ASB.

As part of the Onboarding Domain, you'll help create intuitive, seamless and inclusive digital experiences that make it easier for customers to join ASB while meeting evolving regulatory and compliance requirements. Working at the intersection of customer experience, technology, strategy and risk, you'll simplify complex processes into experiences that customers can confidently navigate.

You'll join a collaborative cross-functional squad and work alongside Product Owners, Engineers, Researchers, Delivery Leads and Compliance specialists to design experiences that deliver meaningful outcomes for both customers and the business.

As a Senior User Experience Specialist, you'll lead the design of end-to-end onboarding experiences across ASB's digital channels, while influencing design direction, coaching others and contributing to the continued growth of our Design Practice. The role combines expert UX craft with strategic thinking, collaboration and customer advocacy.

Key responsibilities include:

• Designing intuitive end-to-end digital onboarding journeys across web and mobile experiences, including exception paths and recovery journeys.
• Translating complex business, customer and regulatory requirements into simple, customer-centred experiences.
• Creating customer journeys, user flows, wireframes, prototypes and experience requirements.
• Planning, conducting and synthesising customer research and usability testing to inform design decisions.
• Facilitating workshops and collaborating with stakeholders to solve complex customer and business problems.
• Using customer insights, analytics and evidence-based design practices to shape experience direction and prioritisation.
• Championing accessibility, usability and inclusive design practices.
• Leading significant UX initiatives and contributing to reusable design patterns, frameworks and design standards across ASB.

You’ll be an experienced User Experience professional who thrives in complex environments and enjoys tackling challenging customer problems alongside multidisciplinary teams.

You’ll bring:

• 7+ years' experience designing digital products and customer experiences.
• Strong capability in customer journey mapping, interaction design, information architecture and prototyping.
• Experience leading UX initiatives within Agile product teams and squad environments across web and mobile platforms.
• Proven experience conducting customer research and translating insights into impactful design outcomes.
• Excellent stakeholder engagement, communication and facilitation skills.
• The ability to confidently manage competing priorities and influence outcomes across a broad stakeholder group.
• A passion for simplifying complexity and creating intuitive customer experiences.
• Strong collaboration skills and a natural inclination to coach, mentor and elevate those around you.
• Experience working within highly regulated environments such as banking, financial services, identity, onboarding or compliance-related domains would be highly advantageous.
• Native mobile experience and experience working within large product organisations.
• Experience designing omni-channel experiences is highly favoured.

Te mahi ki ASB | Working for ASB

At ASB, our values of Care, Courage and Curiosity guide how we work with our customers, communities and each other. We’re committed to creating an inclusive workplace where different perspectives are valued and our people are supported to grow and progress. We offer a flexible and supportive workplace, career development opportunities and a range of benefits, including Choice options, health, life and income protection insurance, alongside leave and banking benefits.

This is an opportunity to work on one of ASB's most important customer transformation programmes, helping shape experiences that thousands of future customers will use every year.

You’ll join a highly respected Design Practice where curiosity, courage and customer obsession are celebrated, and where you’ll have the opportunity to influence strategy, solve meaningful problems and help improve the progress of New Zealanders.