Our client is an iconic Australian organisation currently seeking a Customer Experience Architect to deliver on a multi year program of work.

Your new role will see you leading and supporting the strategic experience vision and execution of the strategy for a key program of work being rolled out nationally. You will be leading discovery of key journeys and features, cross-functional orchestration of experience and delivery, ensuring the initiative meets strategic, financial, and operational objectives. This role will see you driving the customer research to support the optimisation of customer journeys across a range of physical and digital touch points. Ideally you will bring experience from either the logistics, retail or eCommerce sectors to help drive tailored solutions ensuring all customers will enjoy exceptional experience with both product and brand.

Skills and Experience:

• Experience design, service design, or product design experience, with a focus on logistics, eCommerce, or customer delivery solutions
• Proven ability to lead and support end-to-end design/experience lifecycles
• Demonstrated success in leading experience design for large, cross-functional programs with multiple touch points and complex stakeholder environments
• Strong collaboration skills, with a proven ability to work across functional teams and/ or vendors
• Expertise in experience design tools (e.g., Figma, Miro) and research platforms (e.g., Askable, UserTesting, Optimal Workshop)
• Advanced expertise in design methodologies, customer journey mapping, information architecture, and accessibility standards (WCAG)

Our client is offering an initial 6 month contract with the view to extension. Offices are based in Melbourne's inner suburbs with a requirement to be onsite 3 days per week.

For more information feel free to contact Ben Austin at [email protected]

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