About The Role
As a Senior Experience Designer, you will shape and elevate customer experiences across BOQ Group by translating customer insight, business strategy, and regulatory requirements into clear experience direction and high-quality design outcomes.
This role focuses on ensuring customer and business problems are well understood before design execution begins. You will help define the right problems to solve, clarify scope, and identify opportunities, grounding all work in evidence and organisational priorities. Acting as a subject matter expert in Experience Design, you will champion Human-Centred Design (HCD), customer insight, and contemporary design methods across programs, channels, and portfolios.
Working closely with multi-disciplinary squads and business teams, you will plan, lead, and deliver end-to-end HCD activities spanning discovery, ideation, prototyping, and validation. You will facilitate customer and market research across BOQ Group's customer segments and bring insights to life through compelling storytelling that engages and aligns stakeholders. Your work will include designing, mapping, iterating, and optimising customer journeys, service concepts, processes, and systems to improve customer satisfaction, engagement, and commercial outcomes.
A key part of the role is synthesising complex information into clear, influential artefacts, such as experience strategies, journey maps, and personas, that support senior and executive decision-making. You will help create alignment across functions, squads, and portfolios on experience direction and design decisions, enabling teams to move forward with confidence and clarity. You will also build strong, trusted relationships with product owners, business partners, delivery teams, and senior leaders, and provide subject matter expertise that contributes to uplifting BOQ Group's overall design maturity. As a senior member of the team, you will coach and mentor junior designers, promoting best practice and consistently high-quality design outcomes.
About You
You bring five or more years' experience leading Human-Centred Design work within complex organisations and are comfortable owning work end-to-end—from problem definition through to validated design outcomes. Over this time, you've developed strong judgement in knowing how and when to apply different HCD methods, and how to adapt your approach based on context, risk, and organisational maturity.
You have confidence designing across digital, service, and operational experiences, and are skilled at facilitating workshops, co-design sessions, showcases, and alignment forums with diverse stakeholder groups. You are able to balance customer needs with business outcomes and regulatory considerations, and you have experience influencing senior decision-makers through evidence, insight, and clear design rationale.
You communicate clearly and visually, using artefacts such as journey maps, prototypes, and frameworks to bring ideas to life, and you are comfortable working with modern design and collaboration tools including Miro, Figma, PowerPoint, and Asana. Experience in financial services, highly regulated environments, or large-scale transformation programs is valued, but not essential, and we recognise that strong designers come from diverse backgrounds and career paths.
You are passionate about design and a strong advocate for positive customer and user outcomes. You are highly collaborative and able to influence without relying on authority, building trust through clarity, empathy, and expertise. You are accountable and reliable, able to work independently while consistently delivering high-quality outcomes. You are comfortable with ambiguity and enjoy turning complexity into clarity, balancing customer advocacy with commercial and risk considerations. You are also motivated by the opportunity to evolve design practice and support the growth of others through mentoring and coaching.
About Us
BOQ Group is a truly unique group of challenger brands with a purpose – to provide a genuine alternative to Australian financial services for customers and employees.
Our family of brands (Bank of Queensland (BOQ), ME Bank, Virgin Money Australia, BOQ Specialist), each come with their own defined customer audience and brand personality, but share one goal – to build social capital through banking. That's creating trust with customers, exploring staff potential and believing that tiny gestures and big ideas can change the world for communities.
BOQ Group's inclusive vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.
Since 2021, BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).
In 2023, we successfully implemented an innovative Reconciliation Plan, driving positive change and promoting inclusivity across BOQ Group.
Our perks
At BOQ Group, we are passionate about creating an exceptional work environment that nurtures both your professional and personal growth.
Benefits
Our comprehensive benefits package is designed to enhance your well-being, provide financial security, and foster a sense of community and inclusion. Here are just some of the fantastic perks you can enjoy as part of our team:
* Flexible working arrangement - Balance your work and personal life with ease.
* Discounted financial products - Enjoy exclusive rates on our financial services across the Group.
* Salary sacrificing options - Maximise your take-home pay with our salary packaging options.
* Paid parental leave with no minimum requirements - Spend quality time with your new family member without any worries.
* Purchase additional annual leave - Need more time off? You can buy extra leave days.
* Discounted private health insurance plan - Take care of your health with our special rates.
* Employee Assistance Program (EAP) - Access confidential support for personal and professional challenges for you and your family
* Access to employee network groups - Connect with peers through our First Nations Reconciliation, LGBTQIA+, Multicultural, Gender, Early Careers, and accessibility groups.
* Pride in Diversity membership: We are proud members of Pride in Diversity and actively participate in the Australian Workplace Equality Index.
We are committed to creating a workplace where everyone feels valued and supported. Join us and be part of a company that truly cares about its people and community
How To Apply
To apply for this role, follow the links.
BOQ Group is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.
We celebrate, value and include people of all backgrounds, gender and expressions, sexualities, cultures, bodies and abilities. When you apply, you are welcome to tell us the pronouns you use and please let us know any reasonable adjustments you may need during the interview process.
If you are successful for a role with BOQ Group, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.
Please no agency applications.