Lead Customer (CX) Designer

Summary about this job

Detail information about job Lead Customer (CX) Designer. Terms and conditions vacancy

• Play a lead role in designing amazing experiences for NAB customers
• Design for a brand that counts one in four Australians as customers
• Be part of one of Australia's best design teams

• Play a lead role in designing amazing experiences for NAB customers
• Design for a brand that counts one in four Australians as customers
• Work in a flexible, diverse, energetic, results driven and fun environment
• Be part of one of Australia's best design teams

About Us
Here at NAB we believe in people with ideas and dreams, and we want you to achieve your aspirations. We humanise banking and enrich our customers lives. LinkedIn have just named us in their Top 10 best companies to work for in 2018.

Our Experience Design team is one of the biggest and best in Australia, with over 120 CX, UX and UI practitioners working across the enterprise. We support a wide variety of projects, journeys, and experiments, across digital design, spatial design, and service design. Our passion is about creating value and exceeding our customers' expectations which means we're constantly striving to redefine our standards of excellence.

About You
You are a leader, relentlessly committed to putting people - customer, employees - at the heart of your work. You are comfortable to work at the intersection of customer, strategy and business, capable of setting expectations at all levels of an organisation.

You are an experienced designer, committed to following through on the detail of your ideas from envisioning to execution.  You are comfortable working in ambiguity and can take a group of senior stakeholders on a journey of discovery to understand how customer centricity can enable their business objectives. You rely on tools such as storytelling, design thinking, lean, agile and consulting models to facilitate forward-looking ideation and delivery.

Your new job

We're looking for a Lead CX Designer to be part of our awesome Experience Design team. You will:

• Lead the baseline customer research approach and execution, synthesis of insights and ideation of initiatives that deliver on both customer and business needs
• Lead, coach and mentor other designers, through the process of carrying research insights through the design process
• Influence backlog grooming with key business stakeholders, leading the desirability lens and understanding the viability and feasibility view to shape realities most desirable for our customers
• Manage and influence senior business side stakeholders, representing the customer in strategy and planning and driving buy in to the customer vision

Experience and skills you'll need

5+ years of experience in a Lead CX role, demonstrating:

• Expert working knowledge of experience design processes, methodologies and principles
• Strong communication (both written and verbal) and presentation skills with a proven ability to influence outcomes
• Natural leadership ability, capable of coaching and mentoring designers through design critiques, co-design sessions and retrospectives with designers and other stakeholders
• Business acumen, able to acknowledge the importance of commercial viability, using this as a tool to demonstrate value in your initiatives and ideas
• A deep and varied design toolkit, with experience in articulating customer needs, strategy and experience visually (e.g. journey maps, personas, service blueprints etc.)
• Experience of playing a lead role in a lean and agile environment
• Ability to operate and succeed inside ambiguity, comfortable making decisions and helping more junior team members understand where they focus to add value.

What we can offer

From education and volunteer leave to learning benefits and banking discounts, we offer access to a wide range of employee benefits. You can learn more about these at http://www.nab.com.au/about-us/careers/working-at-nab/benefits

We embrace diversity of thought, style and working arrangement to ensure our workforce is representative of the community that we service.

Have a chat to us about how our support of workplace flexibility can work for you.

How to apply

To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status. Please apply via the SEEK link.

Please note, candidate screening and interviews may take place prior to the advertised close date.

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