Experience Lead | Digital

Purpose of the roleAs the Digital Experience Lead you will develop and execute the digital experience strategy across the NGM Group. You will lead the design team to develop customer centric, best in class digital experiences that drive growth, engagement, satisfaction and Retention. You will work in partnership with the Product and Delivery teams to create and maintain a customer-focused digital roadmap. You will demonstrate success through the design and delivery of exceptional digital customer experiences, through anticipation of needs and innovation to deliver a strategic point of difference across all digital touchpoints including NGM websites, Internet Banking platforms and Mobile Apps. What will your key responsibilities include? Define and communicate product design strategy, vision, and guiding principles to team members, cross-functional peers, and stakeholders resulting in compelling, purpose driven objectivesDesign innovative and cohesive customer centric solutions that align with strategic objectives. Pro-actively work with the whole team to ensure that their outcome is focused on creating value for our customers. This will be achieved through the delivery of digital touchpoints aligned with strategy and quality guidelines. Facilitate the discovery of solutions to core milestone deliverables through design sprints and other customer-focused exercises.Collaborate with delivery teams to ensure the customer value of each milestone is clear and alignment of the Product and Design teams. What are we looking for?Experience leading a team to deliver exceptional customer outcomes Experience designing intuitive, engaging and innovative customer experiences and designs across web and mobile-based channels.Passionate advocate for customer centric design to achieve optimal customer outcomes.A humanistic team player who helps teams achieve their shared outcome.Experience using tools to visualise ideas, prototype concepts and gain feedback from customers and team members.Sound experience producing design artefacts such as user journeys, information architecture and interface design, wireframes, flow diagrams and prototypes when required.Strong ability to interpret requirements, data and constraints to facilitate discussions that result in improve customer experiences.Knowledge of CX measurement tools, techniques, and implementing customer feedback mechanisms. What can you expect from us?NGM Group employees can take advantage of the following work perks:Health and wellbeing; Fitness passport, corporate health insurance and annual flu vaccination.Lifestyle and giving back; Hotel discounts, 14 weeks paid parental leave, two community volunteers days and three recreational leave days per year.Professional advancement; Flexible work arrangements, recognition programs and employee referral program. About usWe’re NGM Group, and we offer retail banking services to more than half a million Australians under the brands Greater Bank and Newcastle Permanent. We have fresh energy and big goals for our customers, and our people are key to us achieving this success. If you’re ready to be part of a team that puts the customer first and enjoys a challenge as the path to growth and innovation, then … we want you!Collectively, we’re the largest customer-owned bank based on net assets and the 10th largest Australian-owned bank for household deposits. A financial powerhouse headquartered in the Hunter, we have a workforce of more than 1,600 people and total assets of more than $20 billion.