The Senior Manager, Experience Design is responsible for leading the strategic direction and delivery of exceptional customer experiences across digital channels and broader service ecosystems.
The role oversees both digital design and service design functions, ensuring our overall member experiences are intuitive, cohesive and aligned to member and business objectives.
By bringing together digital design excellence, systems thinking and customer insight, this role plays a critical part in shaping our experience vision and driving customer experience innovation.
Responsibilities
- Strategic Digital Product Design: Partner with Head of Digital Product to drive the strategic experience vision for our digital products.
- Digital Experience Design: Lead and mentor a team of UX & UI designers. Set the strategic direction for the design and user experience of digital touchpoints – ensuring they are intuitive, accessible and aligned with customer needs.
- Customer Experience Strategy: Lead a team of service designers. Champion a customer first mindset by using insights, journey mapping & design thinking to identify pain points and opportunities for experience innovation.
- Digital Design Operations: Optimise design ways of working including identifying opportunities for AI to be leveraged in the design process to drive efficiency.
- Digital Delivery: Support agile squad delivery by hands on facilitation in the ideation and shaping phase of initiatives as digital experience design leader.
- Team Leadership: Foster a collaborative and innovative work environment that encourages creativity and continuous improvement.
- Stakeholder Collaboration: Collaborate with various business units and departments, including Technology, Marketing, Contact Centre, to ensure that our digital member experiences are delivering on broader business strategy. Communicate digital goals and progress to senior management and other stakeholders.
- Emerging Trends: Keep abreast of evolving design trends including the impact of AI on user behaviour and interaction design. Translating insights into actionable enhancements.
- Education: Bachelor's degree in design or a related field.
- Experience: A minimum of 10 years of experience in digital design with specific experience in mobile app design.
- Proven experience in a leadership role, managing teams, and overseeing digital projects run in an agile delivery methodology.
- Technical Skills: Strong background in both digital UX/UI design across multiple digital assets eg- mobile and web. Experience managing and scaling a design system.
- Experience working on AI based digital products would be highly regarded.
- Leadership Skills: Strong leadership and team management skills. Ability to motivate and inspire a team, foster collaboration, and drive results.
- Communication Skills: Excellent communication and interpersonal skills. Ability to effectively communicate strategies, decisions and progress to stakeholders at all levels.
- Strategic Thinking: Strong strategic thinking and problem-solving skills. Ability to develop and execute design strategies that align with business objectives.
- Agile delivery: A minimum of 5 years’ experience delivery in an agile methodology.
How To Apply
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