About the Role As the Senior Manager Experience Design , you will lead the strategic direction and delivery of exceptional customer experiences across digital channels and broader service ecosystems. The role oversees both digital design (UX/UI) and service design functions, ensuring our overall member experiences are intuitive, cohesive and aligned to member and business objectives. By bringing together digital design excellence, systems thinking and customer insight, this role plays a critical part in shaping our experience vision and driving customer experience innovation. Responsibilities Strategic Digital Product Design: Partner with Head of Digital Product to drive the strategic experience vision for our digital products. Digital Experience Design: Lead and mentor a team of UX & UI designers. Set the strategic direction for the design and user experience of digital touchpoints – ensuring they are intuitive, accessible and aligned with customer needs. Customer Experience Strategy: Lead a team of service designers. Champion a customer first mindset by using insights, journey mapping & design thinking to identify pain points and opportunities for experience innovation. Digital Design Operations: Optimise design ways of working including identifying opportunities for AI to be leveraged in the design process to drive efficiency. Digital Delivery: Support agile squad delivery by hands on facilitation in the ideation and shaping phase of initiatives as digital experience design leader. Team Leadership: Foster a collaborative and innovative work environment that encourages creativity and continuous improvement. Stakeholder Collaboration: Collaborate with various business units and departments, including Technology, Marketing, Contact Centre, to ensure that our digital member experiences are delivering on broader business strategy. Communicate digital goals and progress to senior management and other stakeholders. Emerging Trends: Keep abreast of evolving design trends including the impact of AI on user behaviour and interaction design. Translating insights into actionable enhancements. What You'll Bring Bachelor’s degree in design or a related field Minimum 10 years’ experience in digital design, including mobile app design Minimum 5 years’ experience delivering in agile methodology. Proven leadership experience managing design teams and overseeing digital projects in an agile delivery environment Strong background in digital UX/UI design across web and mobile platforms. Deep understanding of human centred design, design thinking, and end-to-end service design Proficiency in design tools such as Figma; familiarity with research and journey mapping tools Strong analytical skills, with experience in data-driven decision-making and performance optimisation Excellent leadership, communication, and stakeholder management skills Strategic thinker with strong problem-solving ability and attention to detail What's in it for you? At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you! Progressive flexibility, leave and well-being benefits to balance all of life's priorities Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts Complimentary myNRMA Rewards membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more Discounts on a range of NRMA personal insurance products including car, home & travel Grow, progress or relocate your career and move around the NRMA Group or different locations with us. How To Apply Please click 'apply' button now.
