Senior Experience Designer

About the role

We are seeking an experienced Customer Experience practitioner to combine research, insight, journey design and Human‑Centred Design to shape future‑state experiences across physical and digital channels for BOQ Group brands.

Key responsibilities

• Define customer and business problems, develop strategic recommendations and facilitate workshops.
• Lead Human‑Centred Design activities across discovery, definition, ideation and validation, including research, journey mapping and co‑design.
• Synthesise complex evidence into focused insights, implications and practical recommendations for senior leaders.
• Collaborate with multidisciplinary teams to balance customer needs with commercial value, operational feasibility, technology, risk and regulatory considerations.

Required profile

• At least five years of experience in Customer Experience, Human‑Centred Design, Design Strategy or Service Design.
• Proven ability to bring structure to ambiguity, define problems, set clear objectives and adapt to new evidence.
• Strong storytelling and synthesis skills, capable of communicating insights and recommendations to senior stakeholders.
• Commercially aware, pragmatic and able to influence decisions through evidence and clarity.

Required skills

• Proficiency with Miro, PowerPoint, Figma, Confluence and Jira.
• Experience applying both qualitative and quantitative research methods and translating findings into actionable insights.

What we offer

• Flexible working arrangements.
• Discounted financial products and private health insurance.
• Salary sacrificing options and the ability to purchase additional annual leave.
• Paid parental leave with no minimum requirements.
• Employee Assistance Program and access to diverse employee network groups.