UX Researcher

Westpac New Zealand Ltd; New Zealand; Hybrid; NZD 90,000 - 125,000; Full time

Benefits offered by this job

4 weeks holiday

5 wellbeing days

Banking benefits

Internal mobility opportunities

Volunteer days

School holiday subsidy

Job summary

Westpac New Zealand Ltd is seeking an experienced UX Researcher to contribute to major digital transformation and customer experience initiatives. The role involves leading end-to-end research, planning and delivering studies, and synthesising insights to influence teams across design and product.

You'll collaborate with Designers, Product teams and senior stakeholders, exploring how AI-enabled tools can accelerate insight generation and improve research effectiveness.

Qualifications

• Significant experience delivering UX, customer or design research in complex environments.
• Able to lead research programmes from discovery through to recommendations.
• Strong ability to identify patterns and opportunities from complex data.
• Excellent at presenting findings and influencing senior stakeholders.

Responsibilities

• Lead end-to-end UX research initiatives across projects and teams.
• Plan, execute and oversee research activities to uncover customer needs.
• Synthesize insights and translate into actionable recommendations.
• Collaborate with Designers, Product teams and stakeholders to influence decisions.

Skills

UX Research

Research leadership

Stakeholder influence

Qualitative methods

AI tools

Job description

Competitive salary + 10% superannuation + range of leading employee benefits Hybrid role + centrally located offices in Britomart + WFH available Opportunity to influence customer experience across one of Westpac's largest digital programmes As part of Westpac's Performance Excellence team, you'll work across major digital and customer experience initiatives to help deliver modern, simple and accessible experiences for our customers.

Mō te tūranga | About the Role

We're looking for an experienced UX Researcher to join our growing design community and play a key role across Westpac's digital transformation and customer experience initiatives. This is a hands-on role where you'll lead end-to-end research, uncover customer needs, identify opportunities, and help teams make smarter, evidence-based decisions. You'll work closely with Designers, Product teams and stakeholders to plan and deliver research, facilitate testing, synthesise insights and influence decisions that improve customer experiences. You'll also explore how AI-enabled research tools and analytics can complement qualitative research, accelerate insight generation and improve research effectiveness.

• Has significant experience delivering UX, customer or design research in complex environments
• Can confidently lead research programmes from discovery through to recommendations
• Is skilled at identifying patterns, trends and opportunities from complex information
• Can present research findings clearly and compellingly, building empathy for customer experiences and influencing decisions with senior stakeholders
• Brings a curious, proactive and can-do mindset
• Is passionate about being a customer champion and influencing better outcomes
• Experience in UX Design, banking, financial services or other complex digital environments would be an advantage

Westpac Hei Wāhi Mahi | Working at Westpac

In addition to immersing yourself in a supportive team environment, you'll receive some great job perks and benefits including:

• 4 weeks standard holiday + 5 additional days of wellbeing leave to support you to be your best
• Additional purchased leave options up to 4 weeks per year
• Banking benefits, insurance discounts and superannuation scheme
• Growth and development opportunities with a strong focus on internal mobility
• Recognition and reward programmes for outstanding performance
• School holiday subsidy to help support work-life balance
• 2 volunteer days per year

Ko mātou tēnei | Our Organisation

At Westpac, we're working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we've been driven by our purpose to Create Better Futures Together. What makes us unique are the incredible people we're lucky enough to have walk through our doors every day. The giant 'W' on our building doesn't just stand for Westpac - it says, double you. We're a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We've recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you! Tono mai ināianei!

The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us - we believe that when we care deeply and do our best for our people, they'll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodiverse, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities.

Mahi tahi tātou, kaha ake tātou | Together

Greater Applications close: 13 October 2026

Our culture is rich with stories of how our people like to help, our customers, our community and each other. This is reflected through flexible working arrangements to ensure that our people have a balance in their life with those things that are important to them. Through ensuring that we provide opportunities to everyone regardless of what society throws at them, we are a safe place to work where you are treated equally and appreciated.