Job Description

Director of Experience Design

Overview

We are seeking a strategic and visionary Experience Design Director with a strong background in the Financial Services industry. This national-level leadership role involves shaping customer-centric experiences for a diverse portfolio of financial institutions, leading cross-functional teams, and driving design-led digital transformation initiatives.

About the Role

In this role, you will be at the forefront of our customer experience practice, guiding high-impact engagements that span service design, digital product innovation, platform enhancements, and AI-integrated experiences. Your remit covers not only shaping our experience propositions but also building our market presence through thought leadership and partnership with internal capability leads in engineering, strategy, and data.

You will be a key voice in strategic conversations with senior stakeholders, influencing how large financial institutions transform customer and employee experiences. Additionally, you’ll help cultivate a thriving team culture by mentoring others, fostering inclusive practices, and developing the next generation of experience leaders.

Key Responsibilities

Client Engagement and Strategy

- Lead customer experience transformation initiatives across advisory and delivery engagements.

- Collaborate with senior stakeholders to identify customer pain points, co-create vision and strategies, and drive execution from ideation through to scalable solutions.

- Build trusted advisory relationships with decision-makers at large financial institutions and challenger banks.

- Actively contribute to the evolution of financial services offerings through experience-led approaches and innovation.

Thought Leadership and Market Impact

- Represent the experience design function in go-to-market activities, including events, panels, and published insights.

- Develop propositions in collaboration with industry and capability leads, focused on areas like service design, research, AI-powered design, and omnichannel product delivery.

- Build and nurture a pipeline of opportunities, both with existing and prospective clients, across financial services and adjacent industries.

Team Leadership and Capability Development

- Inspire and guide multi-disciplinary teams through the lifecycle of complex transformation projects.

- Partner with peers across disciplines to craft holistic strategies that blend design, data, engineering, and product thinking.

- Play a key role in defining operational standards for the experience design team and ensuring the highest quality of practice across engagements.

- Mentor emerging leaders, support hiring efforts, and contribute to building an inclusive, high-performing design culture.

What We’re Looking For

Professional Experience

- 12+ years of experience in experience strategy and design, ideally within consulting, agency, product, or enterprise environments.

- Proven track record in the financial services sector, with additional exposure to industries like retail and insurance advantageous.

- Depth in one or more areas of experience design, such as service design, UX, design research, or AI experience strategy.

- Demonstrated success in leading large-scale, agile digital transformation programs from insight through delivery.

Leadership Skills

- Natural team builder and motivator, able to elevate cross-functional collaboration and drive excellence.

- Strategic mindset with the ability to articulate the business value of design in boardroom discussions.

- Strong facilitation skills with experience running executive workshops and guiding stakeholders through co-creation processes.

Personal Attributes

- Passion for combining creativity and business thinking to drive human-centred outcomes.

- Active contributor to the design community through mentoring, public speaking, writing, or thought leadership.

- Enthusiastic, adaptable, and resilient—with a genuine sense of humour and ability to stay grounded in high-pressure situations.

- Committed to inclusive design and workplace practices that reflect the diversity of the world we live in.

Work Environment and Culture

We offer a flexible and supportive work model, combining remote and in-office collaboration to suit team needs and individual preferences. Our team environment encourages continuous learning, personal growth, and the celebration of diverse perspectives. From mental health support to inclusive leadership development, we are committed to creating a culture where everyone can thrive.

Contact Dillan at Dillan@digitalent.com.au