Digital Experience Strategist

3 days ago


Auckland, Auckland, New Zealand Tsb Bank Full time

About TSB

At TSB, we're a profit for purpose organisation that empowers and enables our people to be their best and make a positive difference for the communities we serve. Our mission is to create remarkable experiences for our customers, and we're seeking a seasoned design leader to help us achieve this goal.

The Role

We are looking for a digital customer experience expert who will lead and enhance the end-to-end customer experience across all channels with a primary focus on Digital. As Head of Digital and Customer Experience, you will be responsible for developing and implementing a digital customer experience strategy aligned with our overall customer value proposition and commercial goals.

Your Key Responsibilities

  • Develop and implement a digital customer experience strategy aligned with our overall customer value proposition and commercial goals.
  • Lead the design and development of target state customer experiences, working closely with key stakeholders such as our Customer Delivery team to inform the product roadmap.
  • Lead the customer insights and product design capabilities, ensuring we have quality insights on our customer's needs, behaviours, trends, pain points and overall satisfaction.
  • Identify key metrics to measure our customer experience, working closely with colleagues in our customer delivery and operations teams to synthesise qual and quant data points.
  • Drive a culture of continuous improvement and insight driven experiences by building our user testing capability.

Your Ideal Background

We're looking for candidates who have 10+ years' experience in the digital and design profession, including clear thought and people leadership experience. You'll need a relevant tertiary qualification and a sound understanding of human centred design and the various customer experience measurement frameworks.



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