Senior Experience Designer - User Journeys

[REDACTED] is a specialist Project Management Consultancy. We have a unique way of running projects and providing training and advice, so our clients get the best results with less cost and risk. Each year we deliver over $3B of projects, train over 10,000 people, and help some of Australia’s leading brands improve their PMOs.

We are seeking a Senior Experience Designer to lead the design of end-to-end banking and financial services customer journeys across digital and assisted channels. This is an opportunity to shape how customers interact with products and services spanning onboarding, payments, lending, servicing, digital banking, and customer support.

Working within a multidisciplinary team of designers, product managers, researchers, technologists, and business stakeholders, you will uncover customer needs, define future-state experiences, and drive human-centred design outcomes that deliver measurable business and customer value.

This is an initial daily rate contract role with potential for extension.

The Opportunity

As a Senior Experience Designer, you will be responsible for designing seamless, intuitive, and engaging customer journeys across complex banking ecosystems. You'll bring strategic thinking, design leadership, and a deep understanding of customer behaviour to solve meaningful problems at scale.

You will play a key role in transforming customer experiences by connecting customer insights, business objectives, operational processes, and technology capabilities into compelling service solutions.

Key Responsibilities

• Lead the design of end-to-end customer journeys across retail and business banking experiences.
• Translate customer, business, regulatory, and operational requirements into customer-centric solutions.
• Facilitate discovery workshops, journey mapping, service blueprinting, and co-design sessions.
• Conduct and synthesise user research, usability testing, customer feedback, and data insights.
• Create customer journey maps, service blueprints, experience principles, wireframes, prototypes, and future-state designs.
• Collaborate with Product, Technology, Operations, Risk, Compliance, and Delivery teams to ensure design outcomes are achievable and scalable.
• Advocate for human-centred design practices and contribute to the evolution of the organisation's design maturity.
• Influence stakeholders at all levels by clearly articulating customer needs and design recommendations.
• Support and mentor junior designers while contributing to a collaborative design culture.
• Measure and evaluate the effectiveness of implemented experiences through customer and business outcomes.

What You'll Bring

Essential Experience

• 5+ years' experience in Experience Design, Service Design, UX Design, Customer Experience, or a related discipline.
• Demonstrated experience designing complex customer journeys within banking, financial services, insurance, telecommunications, or similarly regulated industries.
• Strong expertise in customer journey mapping, service design, interaction design, and user-centred design methodologies.
• Experience working within Agile delivery environments and cross-functional product teams.
• Strong stakeholder management and facilitation skills.
• Ability to navigate ambiguity and simplify complex business and customer problems.
• Proficiency in design and prototyping tools such as Figma, Miro, Adobe Creative Suite, or similar.

Desired Experience

• Banking or financial services experience.
• Experience designing omni-channel customer experiences spanning digital, contact centre, and branch interactions.
• Exposure to payments, lending, onboarding, identity verification, digital servicing, or customer support journeys.
• Experience working with design systems and accessibility standards.
• Relevant qualifications in Design, Human-Centred Design, Psychology, Service Design, Digital Product Design, or related fields.

What we can offer you!

• Culture: A fun, fast paced, collaborative delivery environment
• People: A group of talented, experienced, and dedicated Consultants to work by your side with a dedicated Relationship Manager
• Passion: Ability to band together when under pressure to deliver first class results to clients
• Transparency: Open door policy
• Professional Development: On the job development and access to certifications in our Training practice
• Care and Support: On-going support and advice from experienced [REDACTED] Consultants
• Knowledge: Access to [REDACTED] Delivery and Advisory practices

If you feel you meet our selection criteria, please submit your resume to [REDACTED] at [REDACTED] via [REDACTED] application or email – [REDACTED]