Chapter Lead, Experience Design - Netbank crew |  Payments | Retail Banking Services 

You are an experienced product design leader who is energised by ambiguity and curious about emerging digital technology, fintech and the future of digital channels. 

Our team is a humble but talented group committed to delivering the best digital experiences for our customers and staff. 

Together we deliver digital innovation that helps build a brighter financial future for all Australians. 

Role snapshot 

Role title - Product Design Chapter Lead 

Level - Senior Manager 

Division / domain - Retail Banking Services — Netbank

Crew - Netbank 

Direct reports -6-10

Platforms - CommBank app, NetBank and the CommBank website 

Location - Eveleigh, Sydney 

Ways of working - Hybrid, 50% in-office. 

Do work that matters 

The Product Design Chapter Lead works in a collaborative, cross-functional environment, leading a Human Centred Design approach to create effective, cohesive design solutions that meet real customer needs. 

In this role you will own the strategic experience design and governance of Netbank, shaping how customers experience Payments across Netbank and collaborating closely with the the award-winning CommBank app team. You will partner with Product and technology leadership and work hand in hand with a fellow Design Chapter Lead in Netbank, partnering closely on initiatives that overlap so the end-to-end experience stays coherent. 

You are equally comfortable in shaping the future vision and strategy, as well as in discovery and delivery. You bring a dual-track mindset, framing the customer problem and desired outcome up front, then guiding a team of designers, researchers and content designers to turn that thinking into shipped experiences. You are proactive in bringing visioning and the customer need to your stakeholders, anticipating needs and staying at the forefront of innovation.  

See yourself in our team 

Reporting into Design Chapter Area Lead, you will be a principal member of the Design Chapter and its Design Leadership team. You will lead 6-10 direct reports and work closely with Researchers and other Digital designers across RBS and Business Banking. 

The Netbank Design team sits within Retail Banking Services (RBS). It is part of a 180+ strong design community across RBS with high-quality expectations and an award-winning design system. Comprised of UX Researchers, Product Designers, UI Designers, Service Designers, Content Designers and Digital Accessibility Experts, the Chapter delivers inclusive staff and customer experiences across all our digital and assisted touchpoints, through best-practice research and design methodology. 

Where will you go? 

If you live our values and demonstrate the required people and technical capabilities, we can offer great opportunities for progression across one of Australia's largest and most ambitious design communities. 

Any given week could see you 

• Experience strategy — creating, championing and evolving an innovative experience strategy and roadmap for Payments in NetBank. 
• Discovery and problem framing — leading dual-track discovery, surfacing customer problems and opportunities, and articulating a clear point of view on the need before jumping to solutions. 
• Visioning and concepting — getting on the tools to create concepts and visions that communicate where the experience is heading and rally stakeholders around it. 
• Outcome-led delivery — working within a customer-problem and outcome-led product operating model. Partnering with Product Owners to understand business drivers, define experience metrics, and measure and report on key results. 
• Portfolio planning — scoping, planning and estimating portfolio initiatives, and tracking delivery against budget and timelines. 
• Cross-crew partnership — collaborating with your fellow domain Design Chapter Lead, and with product, engineering, risk and other stakeholders, to deliver feasible solutions on overlapping initiatives. 
• Design practice — leading the development of design capability and best practice within the Chapter, including the continuous improvement of methodologies, tools and processes, and contributing to the design system. 
• People leadership — mentoring and managing the goals and performance of your team to support capability development and career progression. 
• Design operations — overseeing design operations across your delivery portfolio and the Chapter more broadly. 
• Advocating for design — ensuring experience design methodology, and the customer problem, are understood and embedded in product delivery across the broader organisation. 

We are interested to hear from people who have 

Essential 

• Proven experience designing within banking and/or financial services, across native and responsive platforms. 
• Proven design leadership and mentorship experience, leading teams of designers and researchers to do their best work and thrive. 
• A strong discovery and delivery track record, comfortable operating in a dual-track, customer-problem and outcome-led product operating model. 
• Comfort with ambiguity, and the drive to proactively bring visioning and the customer need to your work and stakeholders. 
• Extensive experience implementing the end-to-end product design discovery and delivery, including scoping, planning and estimating large or complex programs. 
• Strong conceptual interaction design and information architecture skills, with the judgement to know “great” from “good”. 
• The ability to see the bigger picture and to design and critique from a strategic perspective. 
• Exceptional presentation, communication and stakeholder management skills. 
• Experience using customer research, behavioural analytics and digital analytics to drive design and journey optimisation. 
• Experience working within regulated environments. 

Desirable 

• Experience in Payments and web channels. 
• Familiarity with contributing to and scaling a mature design system. 

We look forward to hearing from you!