Senior Experience Designer at Bank of Queensland in Brisbane Office

Job description

About the Role We are looking for an experienced customer experience practitioner who can combine research, insight, journey design and Human-Centred Design to shape future-state experiences across physical and digital channels. You will define customer and business problems, develop strategic recommendations, facilitate workshops, synthesise research and design end-to-end journeys that improve customer and business outcomes. Working across BOQ Group brands, you will translate customer insight, business strategy, market context and regulatory requirements into clear experience direction. You will help teams clarify the problems that matter, challenge assumptions and establish a focused scope before determining the right research or design response. You will lead Human-Centred Design activities across discovery, definition, ideation and validation. This may include qualitative and quantitative customer research, journey mapping, co-design, experience principles and future-state concepts. You will translate insights into tangible customer journeys, service experiences and recommendations that support better outcomes for customers and the business. Your success will be measured by the clarity created, the decisions influenced and the outcomes enabled. You will synthesise complex evidence into focused insights, implications and practical recommendations that stakeholders can understand and act upon. Working with multidisciplinary teams, you will balance customer needs with commercial value, operational feasibility, technology, risk and regulatory considerations. Through strong facilitation, storytelling and stakeholder engagement, you will bring together different perspectives and help teams make informed decisions about future customer experiences. You will confidently communicate findings, recommendations and experience direction to senior leaders and executives, helping shape strategic priorities and investment decisions. As a senior Customer Experience Designer, you will contribute to the growth of BOQ Group's customer experience capability by sharing Human-Centred Design practices and championing customer-centred decision making across the organisation. About You You are an experienced Customer Experience, Human-Centred Design, Design Strategy or Service Design practitioner with at least five years’ experience working across complex customer journeys, services or transformation programs. You bring structure to ambiguity. You can define problems, establish clear objectives and hypotheses, operate within agreed scope and adapt when meaningful new evidence emerges. You understand that research and design are means to an end, and focus your effort on answering priority questions and supporting better decisions. You have experience applying both qualitative and quantitative research approaches and can confidently translate evidence into actionable insights, recommendations and experience improvements. You are a strong synthesiser and storyteller who can move beyond presenting observations to identify patterns, implications and actionable recommendations. You simplify complex information, communicate clearly with senior stakeholders and tailor your approach to the needs of different audiences. Commercially aware and pragmatic, you advocate for customers while considering business value, feasibility, technology, operations, risk and regulation. You work collaboratively, challenge assumptions constructively and influence through evidence, curiosity and clarity. You are comfortable operating independently, take accountability for the quality and usefulness of your work, and proactively identify and manage delivery risks. You are open to feedback, willing to challenge your own thinking and comfortable adapting your approach as new insights emerge. You bring strong capability in customer research, insight synthesis, journey design, facilitation and strategic communication. Experience with tools such as Miro, PowerPoint, Figma, Confluenc