Senior CX Designer

Permanent Full-Time - Sydney CBD

Date posted
23 September 2020
Applications close
15 July 2020
  • New role with impact
  • Supported to be your ‘professional best’
  • Flexible work environment

A newly created role that allows you to share your expertise and influence significant outcomes.


About Us
As one of Australia’s largest profit-to member superannuation funds, our mission is to help our members achieve their personal best retirement outcomes. We work with 176 thousand employers and have over two million members playing a role in the futures of around one in six working Australians.

Culture
Our team at Rest enjoy a positive culture built around our core values “The Rest Effect”. We seek excellence in everything we do, are dynamic and innovative in the way we work, are always accountable, we are champions of our members and we succeed together.

About the Job 
Newly created role working with and advising business leaders in each of the service lines on actions to support enhanced customer outcomes. Work to create a culture that enhances customer experience through innovative design and implementation. Using human centred design skills and thinking to support and guide the definition of the desired customer experience and to develop and implement strategies to achieve this outcome.


Key responsibilities for the role include:

  • Work to design and lead delivery of a superior customer experience and work to embed design thinking into business practice
  • Advise and guide the development of an in-house human centred design capability
  • Design and implement strategies to enhance customer experience at key service points and ensure their integration into the procedures and systems applied in each customer interaction.
  • Co-create possible solutions or improvements by collaborating with channel and product owners, customers and service stakeholders
  • Use customer insight and journey mapping to support the continuous improvement and co creation of experience, services and products directly with customers
  • Design and deliver user stories, user journeys, and mock-ups, and translate concepts into service flows, prototypes and user interfaces that lead to intuitive user experiences
  • Undertake user testing to ensure end to end Customer Experience and Service design meets requirements
  • Provide persuasive, commercially sound, professional advice and solutions to the Manager and business leaders on a range of customer experience design matters
  • Contribute to the shared sense of direction and a culture of performance, accountability and service across a team of professionals.

About You:

In this new role you are a subject matter expert with an influencing and collaborative style that delivers best practise and innovative strategies. You are both aware of current state and how to take our customers and internal stakeholders on a new journey to an exciting future state. You pride yourself on your ability to analyse and act through to delivery.

Qualifications:
 
  • Tertiary qualifications in Business, Marketing, Digital, Design or other relevant field
  • Agile Scrum Master
  • Six Sigma Blackbelt will be well regarded

Required experience, understanding or credentials including:
 
  • 10+ years of professional experience in the development and implementation of strategic service experience design.
  • A solid grasp on planning and conducting user research, user testing, A/B testing, rapid prototyping, heuristic analysis, usability and accessibility concerns
  • Ability to work within a self-directed culture and navigate ambiguity
  • Demonstrated experience in planning and implementing solutions that guide customer journey and customer experience satisfaction
  • Demonstrated ability to liaise in a professional manner with a diverse stakeholder group including Executive Leadership Team, Senior Leaders, senior management, employer groups, unions and internal stakeholders.


At Rest we believe that everyone has the power to make a difference and we offer an inclusive and diverse environment that values the qualities and backgrounds that our people bring to the team. We encourage open and diverse thinking, collaboration, innovation and high performance.


Benefits
We value and support our team members by offering a great range of benefits, including but not limited to;

  • flexible work environment
  • an open plan and modern office
  • free fruit
  • health and wellbeing programs
  • tailored development plans to support you to achieve your personal best career outcome

If this sounds like you, apply now by submitting your resume and an optional covering letter summarising your experience and outlining why you are interested in the role or email careers@rest.com.au

To learn more about your next opportunity at Rest visit  http://www.rest.com.au/about-rest/careers

Please note only people with the right to work in Australia will be considered. 

To apply, click on the “Apply Now” button, fill in the form, attach your CV and cover letter addressing the points above. We look forward to hearing from you.