Address About the company
This job ad is the universe’s way of telling you that you’re currently in the wrong job.
Compare the Market, yep, the one with the meerkats, is a high-growth FinTech company on a transformational journey that is focused on designing, building, and delivering the very best money, home loan, energy, insurance and health comparison and fulfillment product solutions in Australia. Okay, in the world!
We are all about Integrity, Growth, Excellent Customer Service, and being Peerless - without compromise; all of which are critical to delivering on our purpose of ‘We honestly strive to empower Australians to make the best decisions saving time, money & stress'.
About the role:
This is a new opportunity to join our business and team as a highly skilled Head of Customer Experience, who will lend a great hand in developing the maturity of this department. Alternatively, you are a highly skilled Senior UX/UI Designer ready to nurture a small team with the benefit of having your career and development nurtured.
In this pivotal role, you'll spearhead outstanding design experiences, lead a talented UX and UI team, and champion a customer-centric ethos throughout our organisation. Compare the Market as a whole, always look at new ways to grow and evolve and you will find this role is very much the same in that maturity ambitions of the CX are being worked towards.
Reporting directly to a highly engaged, quintessential people person, you will enjoy reporting to the General Manager who is ready to take you from where you are in your career today and further elevate it by supporting you in your areas of development as well empower you to take the lead in your areas of expertise. They are passionate about Customer Experience and a true advocate for people development.
The team you will lead is currently a small team of five at varying experience and capability levels. They are described as eccentric, they like to have a laugh, regularly have social gatherings and they very much live and breathe “one team, one dream”.
Your expertise will help customers discover products that meet their needs while putting money back in their pockets. This is your chance to unleash your creativity and deliver outstanding Customer Experiences that will leave our competitors in awe!
Main duties and responsibilities:
Lead and Inspire: Foster a collaborative and innovative design culture within the team, ensuring a shared commitment to excellence.
Hands-On Leadership: Showcase strong senior UX/UI skills by actively participating in projects, maintaining awareness of design trends, and contributing directly to the team's efforts.
Strategic Vision: Develop and execute a comprehensive CX and design strategy aligned with our business goals.
Design System: Establish and maintain a design system to ensure consistent and efficient design across all products.
Effective Communication: Communicate design concepts, CX strategies, and UX/UI strategies effectively to stakeholders at all levels.
Mentorship: Provide guidance and mentorship to designers, empowering them to create exceptional experiences.
Ownership of Large Initiatives: Take ownership of UX/UI in large-scale enterprise initiatives, ensuring exceptional Customer Experiences.
Optimize Customer Journeys: Identify and optimize existing customer journeys within our products.
Prioritization and Efficiency: Demonstrate strong prioritization skills, managing workloads, and measuring velocity for efficiency.
Team Leadership: Lead the UX/UI team to deliver outstanding experiences throughout the customer journey.
Customer Understanding: Deeply understand customer needs, behaviors, and pain points through research, data analysis, and feedback.
Collaboration: Collaborate with cross-functional teams to ensure consistent and seamless experiences across touchpoints.
Customer-Centric Culture: Drive a customer-centric culture, inspiring teams to prioritize customer satisfaction.
Metrics and KPIs: Define and measure key CX metrics and KPIs for performance evaluation and improvement.
Strategic Representation: Represent the customer in strategic discussions and decision-making processes.
Innovation: Identify innovation opportunities by staying abreast of industry trends, emerging technologies, and best practices in CX/UX/UI.
Continuous Improvement: Foster a culture of continuous improvement, implementing feedback loops to enhance customer satisfaction and loyalty.
About you:
You will enjoy playing a pivotal role in shaping exceptional user experiences and customer satisfaction across our organisation. If you have a passion for design and leadership skills, we invite you to be part of our innovative journey, both leading the team and actively contributing as a senior UX/UI designer.
You’re a people leader who can rally troops and keep them passionate and engaged. You’re a great communicator, resilient, and understand that in business, not every idea or plan can be seen to fruition. You are pragmatic and help your team members understand priorities in an ever-changing environment.
To succeed in this role, you have:
Proven design experience in UX, UI (minimum 5+ years).
Strong design background with a focus on balancing customer needs and commercial outcomes.
Excellent communication and interpersonal skills for engagement with stakeholders at all levels.
Proficient in developing and implementing impactful design and CX strategies.
Experience in creating and managing a design system or enterprise components library.
Ability to guide and mentor designers, fostering their professional growth.
Strong prioritisation and project management skills, driving continuous improvement.
Deep understanding of user-centered design principles, CX strategies, and best practices.
Knowledge of CX measurement tools, techniques, and implementing customer feedback mechanisms.
Ability to balance customer satisfaction with business objectives and commercial outcomes.
Proven track record of successfully leading and developing high-performing teams or confidence and capability to step into this role.
Join our team and play a pivotal role in shaping exceptional user experiences and customer satisfaction across our organisation. If you have a passion for design and leadership skills, we invite you to be part of our innovative journey, both leading the team and actively contributing as a senior UX/UI designer.
Our Benefits
Vibrant and social community who have annual celebrations, family fun days and regular events.
Enjoy additional leave days - ‘ME’ leave and ‘Volunteer Day’ leave.
Study support (up to 50% of tuition fees for relevant courses) and professional membership reimbursement.
Employee discounts on Car, Home, Travel insurance.
Income protection insurance provided to support you in the event of non-work-related illness or injury.
Discounts with a broad range of providers, including gym memberships, accommodation, dental care and more.
Access to the Employee Assistance Program
Compare the Market is an Equal Opportunity Employer, and we encourage all applicants to apply. We acknowledge that we are strengthened by diversity.
Want to know more? Then apply NOW! It’s Simples!!
