Leads the application of service design methods and design thinking to understand end-to-end user experiences encompassing processes, technology and people; to reimagine and design future state experiences with positive impacts to users and business strategy.
Roles Responsibilities
- Contribute to the improvement of end-to-end user experiences encompassing processes, technology and people across IAT
- Uplift engagement, education, and support processes and channels to enable control understanding, control completeness, drive remediation activities and actionable insights.
- Measure and evaluate user experience and engagement to support prioritised continuous improvement of IAT services.
- Craft digital, education and content plans to support IAT customer journeys, support services and control adoption.
- Identify customer needs, obtain customer feedback (e.g. through user testing) and enhance support services for our business and technology customers to support IAT control adoption.
- Utilise AI and automation to enhance existing processes and support for our customers.
Advocate for users and human centred design across capability uplift and BAU uplift initiatives and supporting/coaching the wider IAT domain to drive a user behaviour led
Essential Skills
- Bilingual English fluency: written and verbal
- UX design experience in a technical workplace (across both online and offline user experiences)
- Have designed and implemented strategies relating to education, content, digital channel support and/or quantitative measurement of engagement
- Experience in the optimisation of internal comms/support channels, ideally within large organisations
- Have experience in human centred design
- Strategic thinking
- Confidence working in a consulting capacity with technical teams.
Education Qualification
Bachelor's degree or master's degree in engineering in Computer Science/Information Technology