Lead Experience Designer
Athena Home Loans
full-time
Posted on:
Location Type: Hybrid
Location: Sydney • 🇦🇺 Australia
Visit company websiteJob Level
Senior
About the role
- Design across customer, broker, and internal experiences
- Apply human-centred design to direct customer experiences, broker facing tools (like our Broker Portal), and internal workflows and processes because great experiences aren't just for end customers.
- Understand the broker journey and design experiences that make partnering with us a competitive advantage.
- Map end-to-end journeys that connect the dots between what customers and brokers see and what operations teams do behind the scenes.
- Balance the now with the next
- Solve immediate problems and build iteratively toward a compelling future state vision.
- Prototype and test workflows and solutions that improve clarity, accuracy, and speed; validating ideas before we commit to building them.
- Use your toolkit flexibly (process and flow mapping, systems thinking, service design, or business analysis) to bring the future to life and get stakeholders aligned.
- Lead research and discovery
- Plan and conduct user research; understanding how work flows both now and into the future.
- Synthesise insights into actionable opportunities that inform product strategy and operational improvements across all channels.
- Champion evidence-based decision making, turning observations into recommendations that move the needle.
- Bring ideas to life
- Develop user and process flows, wireframes, and interactive prototypes to explore and communicate solutions.
- Leverage good UI design to ensure your vision translates into delightful, polished interfaces that customers and teams love to use.
- Define and measure experience success metrics (like task completion, accuracy, time-on-task, satisfaction) and iterate based on what the data tells you.
- Form strong cross-functional partnerships
- Build deep connections with Product, Design, Tech, and Ops teams - you're embedded in the work, not designing from the sidelines.
- Run workshops, design sprints, and collaborative sessions to align stakeholders and co-create solutions.
- Communicate design rationale and trade-offs clearly to diverse audiences - from engineers to executives to operations leads.
- Experiment and evolve
- Be willing to try new ways of working, whether that's integrating AI agents into workflows, leveraging AI to augment your design process, or rapid prototyping to pilot concepts quickly.
- Contribute to evolving our Design practice, tools, and methods at Athena; we're always looking for better ways.
Requirements
- Deep UX expertise - You have 5+ years of experience across the UX toolkit: research, information architecture, interaction design, and usability evaluation.
- Comfortable across contexts - You're equally at home designing for end customers, B2B users like brokers, and internal teams.
- Systems thinker - You see how the pieces connect. You understand that great experiences aren't just screens, it's the entire system, including the operational processes and people that make it work.
- Artefact fluency - Process maps, journey maps, service blueprints, system diagrams, wireframes, prototypes - you know how to pick the right tool for the job and use it to bring clarity and alignment.
- Future-focused, pragmatically grounded - You can paint a compelling vision of where we're heading while delivering value incrementally along the way.
- Brilliant communicator - You articulate the "why" behind your decisions and bring people along.
- Strong relationship builder - You form genuine partnerships with Product, Tech, and Ops.
- Experiment-ready - You're excited to try new approaches, including AI-augmented design workflows, rapid prototyping, and piloting emerging tools and methods.
- Visual sensibility - You have an eye for design and can bring your UX intent to life with interfaces that are clear, usable, and delightful.
- Collaborative to the core - No room for egos or elbows. You believe the best work happens when diverse perspectives come together.
Benefits
- Inclusive, Flexible and casual working environment
- Hybrid working with HQ Anchor Days in award winning office space
- Wellbeing program to support your physical, mental, social and financial health
- Perks program with access to discounts to every day expenses
- Fantastic team culture with monthly events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
UX designuser researchinformation architectureinteraction designusability evaluationprocess mappingjourney mappingservice designprototypingUI design
Soft skills
communicationrelationship buildingcollaborationsystems thinkingproblem solvingstakeholder alignmentevidence-based decision makingcreativityadaptabilityvisionary thinking