HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast. At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers. HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB) THE HUB24 STORY We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians. Benefits and Life at HUB24 Learn more about our employee benefits HERE. Job Summary: As a CX Designer, you’ll focus on designing and improving the end to end customer experience across HUB24 — spanning digital products, operational processes, service interactions, and supporting technology. This role is suited to someone who is comfortable working across boundaries, connecting dots between teams, and translating complex organisational and system interactions into clear, coherent experiences for customers. You’ll work hands-on from discovery through to delivery, partnering with Product, Operations, Design, and Technology teams to turn insights into practical, implemented change. We are open to Sydney or Melbourne locations. Responsibilities: Design and improve customer journeys across products, platforms, and operational touchpoints, ensuring experiences feel connected, consistent, and intentional Identify experience gaps, friction points, and hand‑offs across teams and systems, and work collaboratively to address them Translate customer needs, business constraints, and operational realities into clear experience outcomes Partner closely with Product Managers, Engineers, Operations leaders, and Service teams to shape solutions that work across digital and non‑digital touchpoints Design experiences that are feasible within operational and technical constraints, while still advocating for customer needs Use qualitative and quantitative research to understand customer behaviours, needs, and pain points across the full lifecycle Synthesise insights into journey maps, service blueprints, and experience frameworks that teams can act on Validate experience improvements through testing, feedback, and iteration Define experience principles, patterns, and standards that help teams make aligned decisions Work with Design System and Product Design teams to ensure CX considerations are reflected in product experiences Ensure experience changes meet enterprise level standards for usability, accessibility, and regulatory awareness Requirements: 4 years experience in CX design, service design, product design, or related experience roles Strong experience designing end-to-end journeys across multiple touchpoints and teams and proven ability to work across organisational boundaries and influence outcome Strong experience designing complex workflows and systems-driven products Proven ability to lead design work independently and deliver impact in ambiguous problem spaces Experience creating journey maps, service blueprints, experience frameworks, and supporting design artefacts Ability to move between high-level experience thinking and detailed design where needed Strong portfolio demonstrating experience impact and practical delivery Experience in fintech, wealth, trading, or other regulated domains (highly regarded) Familiarity with digital product design tools (e.g. Figma) and agile delivery environments (highly regarded) The Recruitment Process Acknowledgement email once your application has been submitted. Our Talent team will start reviewing your application. If unsuccessful, you will be notified. If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role. If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role. Should you require any accommodations to the recruitment process, please email recruitment@hub24.com.au, and one of our team will contact you. Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews. Communication of outcomes to successful and unsuccessful candidates and feedback provided. As part of our process, a police check will be conducted on all successful candidates. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here. 2024 Circle Back Initiative Employer – we commit to respond to every applicant. Endorsed by WORK180 , we are proud to be recognised as an employer of choice for women. We have been nominated and placed on the BOSS Best Places to work list. Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you
