Head of Digital Innovation

6 days ago


Auckland, Auckland, New Zealand Tsb Bank Full time

About Us

We're a bank that's dedicated to creating remarkable experiences for our customers. We believe that when we empower and enable our people to be their best, they can make a positive difference for the communities we serve.

The Role

We're 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

  • 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.
  • Drive a culture of continuous improvement and insight driven experiences by building our user testing capability.
  • Oversee the digital product management capability, including accountability for the performance of our digital channels in collaboration with the customer delivery team.

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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