Customer Journey Director

7 days ago


Auckland, Auckland, New Zealand Tsb Bank Full time

About TSB

We're a bank that's small enough to care about our customers but big enough to have great rates, innovative products, and digital solutions. Our profit for purpose organisation empowers and enables our people to be their best and make a positive difference for the communities we serve.

The Job Description

We are seeking a seasoned design leader who will take full responsibility for TSB's customer experience and guide the design team in achieving this. The Head of Digital and Customer Experience is responsible for leading and enhancing the end-to-end customer experience across all channels with a primary focus on Digital.

Your Key Responsibilities

  1. Develop and implement a digital customer experience strategy aligned with our overall customer value proposition and commercial goals.
  2. 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.
  3. Develop customer/user experience design principles to inform the implementation of our target state experience.
  4. Oversee the digital product management capability, including accountability for the performance of our digital channels in collaboration with the customer delivery team.
  5. Lead and mentor a team of digital product and design professionals, fostering a customer centric culture within the organisation.

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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