Reporting to the Head of Experience Insights and Design, this key leadership role involves driving the strategic vision for delivering a customer experience that creates value for both customers and the business.
  
Key Responsibilities:

• Develop and execute design vision and strategies aligned with organisational objectives.
• Collaborate closely with the Research and Insights Manager to translate insights into actionable design principles and guidelines, enhancing the overall customer experience.
• Collaborate with cross-functional teams to seamlessly integrate design solutions.
• Foster strong relationships and communication channels for successful collaboration.
• Strategic, executive-level stakeholder management.
• Lead and inspire a team of senior experience consultants to align with the overall vision.
• Encourage strategic thinking and delivery of high-quality design solutions.
• Collaborate with stakeholders to establish design standards, best practices, and processes.

  
Experience and Technical Expertise:

• Understanding of design thinking methodologies, customer experience principles, and design strategy frameworks.
• Demonstrated leadership capabilities, including building high-performing teams, developing talent, and inspiring a passion for the customer and human-centred design.
• Proven track record in leading projects, showcasing well-developed project management skills.
• Proficient in customer experience measurement, business analysis, process mapping, customer journey, and user experience design.
• Successful design and delivery of customer initiatives across multiple channels in a complex environment.
• Experience in financial management, encompassing budgeting, contract management, procurement, risk management, and project management.
• Strong ability to influence and persuade, contributing to a positive image for the organisation.

  
Other things to note:

• Up to $170k + super
• Hybrid role - MUST be Brisbane-based or willing to relocate
• Police check required
• Working alongside and leading a high-performing team
• 18-month fixed-term contract initially, high probability for extension

This leadership role collaborates closely with internal and external stakeholders, emphasising alignment with business goals and contributing to the overall success of the organisation.
 
Reese Provost | Senior Consultant | reese@justdigitalpeople.com.au