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About the Role
You are an experienced product design leader energized by ambiguity and curious about emerging digital technology, fintech, and the future of digital channels. Our team is committed to delivering the best digital experiences for our customers and staff, building a brighter financial future for all Australians.
Responsibilities
- Lead the strategic experience design and governance of Netbank, shaping customer payments experience.
- Collaborate closely with the CommBank app team.
- Partner with Product and technology leadership.
- Work with a fellow Design Chapter Lead on overlapping initiatives to ensure a coherent end-to-end experience.
- Shape future vision and strategy, and guide teams in discovery and delivery.
- Frame customer problems and desired outcomes, guiding designers, researchers, and content designers.
- Proactively bring visioning and customer needs to stakeholders, anticipating needs and staying at the forefront of innovation.
- Create, champion, and evolve an innovative experience strategy and roadmap for Payments in NetBank.
- Lead dual-track discovery, surfacing customer problems and opportunities, and articulating a clear point of view.
- Create concepts and visions to communicate experience direction and rally stakeholders.
- Work within a customer-problem and outcome-led product operating model, partnering with Product Owners to define and measure experience metrics.
- Scope, plan, and estimate portfolio initiatives, tracking delivery against budget and timelines.
- Collaborate with fellow domain Design Chapter Leads, product, engineering, risk, and other stakeholders.
- Lead the development of design capability and best practice within the Chapter, including methodologies, tools, and processes.
- Contribute to the design system.
- Mentor and manage the goals and performance of your team to support capability development and career progression.
- Oversee design operations across your delivery portfolio and the Chapter.
- Ensure experience design methodology and customer problems are understood and embedded in product delivery.
Requirements
- 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 researchers.
- Strong discovery and delivery track record, comfortable operating in a dual-track, customer-problem and outcome-led product operating model.
- Comfort with ambiguity and the drive to proactively bring visioning and customer needs to work and stakeholders.
- Extensive experience implementing end-to-end product design discovery and delivery, including scoping, planning, and estimating large or complex programs.
- Strong conceptual interaction design and information architecture skills.
- Ability to see the bigger picture and design and critique from a strategic perspective.
- Exceptional presentation, communication, and stakeholder management skills.
- Experience using customer research, behavioral analytics, and digital analytics to drive design and journey optimization.
- Experience working within regulated environments.
- Experience in Payments and web channels (desirable).
- Familiarity with contributing to and scaling a mature design system (desirable).
Skills
- Human Centred Design
- Experience Design
- Product Design
- Interaction Design
- Information Architecture
- Customer Research
- Behavioral Analytics
- Digital Analytics
- Design Systems
- Agile Methodologies
Location
- Eveleigh, Sydney
Work Type
- Hybrid
- 50% in-office
Experience Level
- Senior Manager
About the Company
- The Netbank Design team sits within Retail Banking Services (RBS).
- It is part of a 180+ strong design community across RBS with high-quality expectations and an award-winning design system.
- Comprised of UX Researchers, Product Designers, UI Designers, Service Designers, Content Designers and Digital Accessibility Experts, the Chapter delivers inclusive staff and customer experiences across all our digital and assisted touchpoints, through best-practice research and design methodology.