(CX) Customer Experience Consultant

WONGDOODY APAC is seeking a Customer Experience Designer (CX/UX) to join their team in Melbourne, Sydney, or Brisbane. The role involves developing and enhancing the end-to-end customer experience in the financial sector, as well as supporting the customer experience team in their mission to become leaders in customer-centric companies in Australia. The ideal candidate will have strong CX skills, strategic design abilities, and some UX capability. They should also have experience in research, creating journey maps, personas, and low-fi designs. This is an exciting opportunity to be part of a growing consulting team focused on financial and insurance customer experiences.

• Develop and improve the end-to-end customer experience in the financial sector
• Consult and support the customer experience team in their mission to become the leader in customer-centric companies in Australia
• Build out research and roadmaps for customers and have an understanding of Finance and Insurance
• Work closely with the Projects Business Lead and Tech Lead to understand customer needs and translate them into findings
• Create and deliver project research, features, components, journey maps, personas, blueprints, and low-fi designs
• Plan and execute discovery research approaches and utilize various research methodologies
• Translate research insights into solid design solutions and provide a strong rationale for design decisions
• Create artefacts such as insights and recommendations papers, Customer Journey Maps, Service Blueprints, and Personas/archetypes
• Design low and mid-fidelity designs, prototypes, end-to-end user flows, map out error scenarios, map entry/exit points for different channels/platforms, and information architecture
• Conduct usability testing
• Have 4+ years of experience working at a digital agency as an Information Architect / Experience Designer / Product Designer / UX Designer
• Experience in creating mobile, tablet, and web experiences for Enterprise organizations
• Excellent communication skills (both in conversation and in writing) and a portfolio demonstrating relevant experience.

• Very strong CX skill sets and strategic design
• Ability to build out research and roadmaps for customers
• Understanding of Finance and Insurance
• Hybrid designer with some UX capability
• Strong background in working closely with the Projects Business Lead and Tech Lead
• Ability to translate customer needs into findings
• Create and deliver project research, features, and components
• Ability to create journey maps, personas, blueprints, and concepts
• Confident ability to plan and execute discovery research approaches
• Excellent understanding of a variety of research methodologies
• Ability to translate research insights into design solutions
• Excellent experience design skills
• Ability to create insights and recommendations papers, Customer Journey Maps, Service Blueprints, and Personas/archetypes
• Experience in Low and Mid-Fidelity Designs, Prototyping, End-to-End User flows, Map out error scenarios, Map Entry/Exit points for different channels/platforms, Information Architecture, Usability testing
• 4+ years of experience working at a digital agency as an Information Architect / Experience Designer / Product Designer / UX Designer
• Experience in creating mobile, tablet, and web experiences for Enterprise organizations
• Excellent communication skills (both in conversation and in writing)
• Portfolio of key projects delivered in past years, calling out your role on the project, deliverables responsible and successes achieved.

• Remote and flexible working space
• Opportunity to work within an international team
• Collaboration with prestigious clients
• Competitive salary
• Whole lotta benefits to keep you healthy, secure, and balanced