Job Description
Why this role?
Join a purpose-led, member-focused organisation that plays a unique role in the Tasmanian community. This newly scoped role will see you working across both CX and UX - shaping how members engage with services and digital platforms from first contact to long-term loyalty.
You’ll be a key player in a collaborative team driving service transformation, digital design, and loyalty innovation at scale - all with members at the heart.
The Opportunity
This is a hybrid CX/UX role, ideal for someone who can zoom out to see the full customer journey and also zoom in to define user flows and interactions. You’ll work closely with product, UI, data and digital teams to bring customer-centric ideas to life.
In your first 6–12 months, you’ll:
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Be embedded in a cross-functional team redesigning a core member platform, helping build and prioritise a UX backlog
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Translate data and insights into improved service journeys
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Contribute to the development of a refreshed loyalty program
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Help shape the voice of customer program and CX principles that influence the organisation broadly
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Support digital and omni-channel design projects, including website improvements and marketing flows
Key Responsibilities
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Lead service design activities, including journey mapping, persona development and service blueprints
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Conduct user research and usability testing, translating insights into tangible design outcomes
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Collaborate with cross-functional stakeholders including UI designers, product managers, business analysts and digital teams
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Design low-fidelity prototypes, flows and UX documentation to guide UI execution
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Present design recommendations to non-technical stakeholders in a clear, engaging way
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Champion CX thinking across both digital and physical experiences
About You
You may come from a UX, CX or Service Design background - what’s key is that you bring a member-first mindset, strong collaboration skills and the confidence to move between strategy and delivery.
You’ll bring:
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Strong experience in human-centred design and end-to-end experience design
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A track record of designing both digital and cross-channel customer experiences
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Strong facilitation and storytelling skills to engage stakeholders and bring the customer voice to life
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Hands-on proficiency with design and prototyping tools (e.g. Figma, Adobe XD)
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A collaborative mindset and adaptability to flex between agile, kanban and traditional ways of working
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Comfortable presenting back to the business and running design showcases
Working Style & Location
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Preference is for candidates based in Hobart, Tasmania
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Flexible work arrangements are available, though regular in-office presence is important, especially during onboarding
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Open to candidates in other Tasmanian locations if they’re able to commit to travel as needed
Perks & Benefits
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Salary up to $130,000 base + super
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Flexible working options
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Employee benefits including discounted services and products
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Opportunity to make a lasting impact in a values-led, community-connected organisation
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Purpose-driven mission and collaborative team culture