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CX Lead

Melbourne Contract / 6 months AU$900 - AU$1300 per day

About the Company:

The client is a large financial organisation in Melbourne’s CBD. Their mature design department values HCD, innovation and customer research. The collaborative culture embraces new ideas and hard work while maintaining a good work / life balance. You’ll mostly work remotely, with 1 or 2 days a fortnight in the office.

About the Role:

You’ll be the first CX resource in the business unit, though you’ll share resources with the wider Customer Experience team. Initially, the role will initially be very hands on, building what the customer need is, assessing pain points, wireframing, iterating and getting ready for delivery.

As you hire CX and UX Designers, you’ll move into a leadership role – setting the strategy, and mentoring your team.

6 months initially, with a view to extend.

Responsibilities:

  • Influence and support the direction of a program of work, continually advocating for the customer to recommend desirable solutions, using data and insights to support the direction
  • Direct the conceptualisation and design solutions from idea to completion for the project being led, supporting a design thinking methodology to provide creative, innovative and appropriate solutions to business and customer challenges
  • Plan design scope, approach, and outcomes, identifying relevant best practices and drawing design inspiration from the broader community, industry and marketplace
  • Continually advocate for the customer throughout the project, demonstrating deep familiarity with data, insights, findings and ongoing decisions, and assisting with identifying changes to planned activities
  • Be responsible for the project being led to deliver on time and budget, and delivering efficiencies where possible within programs of work

Your Experience:

  • Previous experience in Financial Services is a must have
  • Excellent communication and influencing skills to advocate for change – moving towards delivery that is customer-led, and driven by desirability as much as viability or feasibility
  • Experience in leading other designers on complex programs of work
  • Working understanding of an Agile delivery framework, using relevant practices and principles such as Lean UX, Minimum Viable Product, user stories, acceptance criteria, and rapid prototyping
  • Be able to guide a team’s research, discussions and ideas into conceptual designs, and guide ensuing discussions to drive to a strong design which reflects customer and business needs
  • Direct activities through project teams such as: customer experience research, synthesis and insight generation, ideation, creation of personas and customer journey maps, conceptual design, sketching, Wireframing, prototyping, and customer validation activities, while ensuring designs are Accessible
  • Deep understanding of Design Thinking and HCD methodologies
  • Experience in creating a culture of collaboration and knowledge sharing
  • Ability to continuously improve processes and use adaptive problem solving to optimise team performance, seeing design methodology and practices as living processes which can be continuously updated and enhanced
  • Strategic thinker that can support the strategic direction of a portfolio or program of work, as well as the vision and goals of the division

Benefits:

  • Likely extensions
  • Collaborative working environment
  • Large, mature design practice
  • Work with some of Melbourne’s best design talent
  • Good work / life balance

For more information, apply now or email jcorner@welovesalt.com

Salt is acting as an Employment Business in relation to this vacancy.

Job Information

Job Reference: JO-2106-201399
Salary: AU$900 - AU$1300 per day
Salary per: day
Job Duration: 6 months
Job Start Date: 19/07/2021
Job Industries: Creative
Job Locations: Melbourne
Job Types: Contract
Job Skills: CX 'service design' lead mentor banking finance 'corporate banking'

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