A fantastic opportunity is currently available for a Senior Manager - Experience Strategy & Design to join a thriving team within the Customer Strategy division.
The Role: This individual will be responsible for defining and delivering the customer experience, engagement strategy and leading the design capabilities across the organisation.
Using your skills and knowledge within design led capabilities within UX, UI and CX will be key in the delivery of the customer experience strategy.
As a Senior Manager you will also be leading a team of 5 direct reports within insights and experience design, plus responsible for your own budget.
With a key focus on membership engagement, growth and design behaviours, this role will play a key part in delivering market-leading, engaging experiences for customers throughout all touchpoints within the ecosystem.
Key Objectives: Lead the design capability roadmap that maximises on membership growth.
Amplify on the current member engagement experience framework.
Implement the design performance management framework consistent review.
Key Responsibilities: Lead the development, design and delivery of the customer experience strategy that delivers on enterprise goals including profitable membership growth, member engagement and NPS targets.
Lead the development and delivery of a performance management framework that directly ties customer experience and engagement activities to company financial performance metrics, including performance target setting, monitoring and reporting.
Map the customer journey and identify moments of truth, define the end state vision, lead the development and delivery of the roadmap including capability requirements and execution plan.
Lead the development and delivery of the insights roadmap including the Voice of Customer program and market research programs.
Leverage data, customer behavioural insight and deep knowledge about business growth enablers to drive transformational change and deliver against organisational goals.
Act as the Chapter Lead for CX and UX and lead the delivery of intuitive, seamless and value-adding experiences that can be leveraged across the ecosystem.
Develop and implement best-practice design governance frameworks and principles, processes and systems to ensure consistency, alignment and effectiveness across all channels within a complex UX/UI ecosystem.
Integrate CX/UX considerations into business planning and decision-making processes.
Lead the development and maintenance of design systems and guidelines to ensure consistency across all products and services.
Key Requirements: Tertiary qualification in Design, Human-Computer Interaction Psychology, Marketing, Business or related field.
10+ years' experience in Marketing, Product, CX/UX, with a proven track record of leading and delivering successful customer experience and user experience strategies.
Proven success in defining and delivering a strategy with a track record for driving change and growth outcomes.
Excellent strategic capability in balancing commercial outcomes and customer needs.
Ability to dis-aggregate and solve complex problems, considering both short and long-term objectives.
Strong commercial acumen with ability to interrogate analytics, extract insights to inform effective customer experience strategy.
Strong understanding and deep experience in customer experience design including user-experience and service design, design thinking / HCD methodologies.
Proficiency in design and prototyping tools (e.g.
Figma). Deep curiosity around the customer with proven experience in leveraging research, data and insights to develop strategies to meet customer needs and change behaviours.
Ability to lead, influence, negotiate, inspire and engage at all levels of the organisation.
Sound storytelling, visualisation and stakeholder engagement skills to clearly communicate insights and complex concepts in an easy-to-understand way.
This is a fantastic opportunity to drive and implement core CX design commercial principles that will improve the CX engagement strategy and roadmap on a national level.
To submit an application for this role - please submit your CV via APPLY NOW.
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