Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Senior Experience Designer role.
Rezi rewrites your resume against BOQ Group's job description. Free.
Tailor your resume to this Senior Experience Designer role.
Rezi rewrites your resume against BOQ Group's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Senior Experience Designer posting at BOQ Group — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Senior Experience Designer posting at BOQ Group — free, in seconds.
About the Role
We are seeking an experienced customer experience practitioner to shape future-state experiences across physical and digital channels by combining research, insight, journey design, and Human-Centred Design. You will define customer and business problems, develop strategic recommendations, facilitate workshops, and design end-to-end journeys to improve customer and business outcomes.
Responsibilities
- Define customer and business problems.
- Develop strategic recommendations.
- Facilitate workshops.
- Synthesize research and design end-to-end journeys.
- Translate customer insight, business strategy, market context, and regulatory requirements into clear experience direction.
- Help teams clarify problems, challenge assumptions, and establish focused scope.
- Lead Human-Centred Design activities across discovery, definition, ideation, and validation.
- Translate insights into tangible customer journeys, service experiences, and recommendations.
- Synthesize complex evidence into focused insights, implications, and practical recommendations.
- Balance customer needs with commercial value, operational feasibility, technology, risk, and regulatory considerations.
- Communicate findings, recommendations, and experience direction to senior leaders and executives.
- Contribute to the growth of BOQ Group's customer experience capability by sharing Human-Centred Design practices and championing customer-centred decision making.
Requirements
- At least five years’ experience working across complex customer journeys, services, or transformation programs.
- Experience applying both qualitative and quantitative research approaches.
- Ability to translate evidence into actionable insights, recommendations, and experience improvements.
- Strong synthesizer and storyteller who can identify patterns, implications, and actionable recommendations.
- Ability to simplify complex information and communicate clearly with senior stakeholders.
- Commercially aware and pragmatic.
- Ability to advocate for customers while considering business value, feasibility, technology, operations, risk, and regulation.
- Ability to work collaboratively, challenge assumptions constructively, and influence through evidence, curiosity, and clarity.
- Comfortable operating independently.
- Ability to take accountability for the quality and usefulness of work.
- Ability to proactively identify and manage delivery risks.
- Open to feedback and willing to challenge own thinking.
- Comfortable adapting approach as new insights emerge.
- Background screening is a condition of employment, including identity verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, and bankruptcy checks.
Skills
- Customer Experience
- Human-Centred Design
- Design Strategy
- Service Design
- Qualitative research
- Quantitative research
- Insight synthesis
- Journey design
- Facilitation
- Strategic communication
- Miro
- PowerPoint
- Figma
- Confluence
- Jira
Location
- Australia
Work Type
- Flexible working arrangement
Experience Level
- Senior
Benefits
- Flexible working arrangement
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum requirements
- Purchase additional annual leave
- Discounted private health insurance plan
- Employee Assistance Program (EAP)
- Access to employee network groups
- Pride in Diversity membership
About the Company
- BOQ Group is a group of challenger brands with a purpose to provide a genuine alternative to Australian financial services for customers and employees.
- Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist) share one goal – to build social capital through banking.
- BOQ Group’s inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities.
- We embrace difference and believe that our workforce should reflect the customers and communities that we serve.
- In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
Equal Opportunity
- BOQ Group is committed to diversity and an inclusive workforce.
- Aboriginal and Torres Strait Islander People are encouraged to apply.
- We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities.
- When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.