Senior CX Designer - Belong


How do we Belong?

Belong’s mission is to deliver inspired, effortless, human connection.

We started in 2013 with the purpose providing Australians with great value ADSL and nbnTM network services, and in 2017, we extended the offer to mobile plans. Our plans come with generous data inclusions, no hidden costs. What you see is what you get.

How will you Belong?

We’re just over a hundred people on one floor in Melbourne Docklands. It’s a start-up feel, with corporate backing. We’re full of customer-loving, product-shaping, market-creating and technology-building people; passionate about getting things right for our customers. There’s no room for heroes or egos (refer values). We are one team. We are looking for a diverse mix of people, with great collaboration skills to add to our culture.

To support our rapid growth, improve our speed to market, deliver data-driven, automated and customer centric digital experiences we are renewing all our platforms from the ground up.  We’ve set up cross-functional agile teams covering our all our systems, including: Marketing, CRM, Digital, Data, Analytics, Product Catalogue, Billing and Order Orchestration.

We are now building out our CX team to drive desirable customer experiences across channels.

How we work

We are all co-located in Melbourne and work together with other Belong teams intensively every day. We use Human Centred Design in front of Agile delivery practices. We are highly focussed on automated testing and deployment through CI/CD. We embrace continuous learning through optimisation and testing. We aim to build a highly automated, personalised and optimised experience for each of our individual customers.

What we are doing

We are developing a reusable, atomic design framework and selecting and implementing tools to fully automate digital content creation and delivery. We are about to decide and implement our site components: my account, shop, chat, analytics. We are working closely with other product owners to design new end-to-end customer journeys. Within the Customer Experience team, we are ensuring we all live our Target Customer Experience principles across channels.

What’s this role?

To support our rapid growth, improve our speed to market, deliver data-driven, automated and customer centric experiences, we are looking for a Senior CX Designer to play a key role in our growing CX team helping to drive CX as a discipline at Belong to create a positive impact on our customer experience and our customer base by creating and evolving products and services that people love.

What will be your purpose?

You will be hands-on using your extensive end-to-end Human-Centred Design Experience to carry out qualitative research to design and refine customer experiences end-to-end in line with our Customer Value Proposition and our Target Customer Experience.

What will you bring?

·         2-5 years experience in Customer Experience or Service Design

·         Digital experience – designing or enabling customer experiences through digital channels.

·         Bonus points for involvement in design industry thought leadership or communities

How you will be measured?

We are all measured on the same three things:

·         Customer growth (active services)

·         Customer satisfaction (churn)

·         Profitability (EBITDA)

Interactions and behaviours

·         Challenges the norm

·         Approaches solutions with an open mind

·         Human Centric Design driven

·         Loves getting involved in other domains and supporting them with good insights

·         Communicate, communicate, communicate!  The good, the bad and the ugly.  Always give it and receive it with the best intent of getting the right outcome for our customers, employees & partners.

·         Never walk past a problem – be it a code error, a fire hazard or a messy kitchen – raise it, fix it, own it, and encourage your colleagues to do the same.

Critical competencies:

  • Training and 2-5 years practical experience in Human Centred Design/ Service Design/ Customer/User Experience Design from problem statement through research, ideation to solution definition
  • Strong business acumen experienced using HCD to achieve business goals
  • Experience in working with digital projects / products
  • Strong and collaborative team player
  • Demonstrated experience facilitating groups of complex stakeholders to agreement
  • Expertise in visual/communication design to create outputs such as journey maps and blueprints
  • Strong understanding of Agile, Lean and how design thinking works together with these methodologies.
  • A track record of collaborating with product, technical functions and customer facing areas
  • A high level of customer empathy and insight

 If this role sounds like you, Apply NOW!

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex


How do we Belong?

Belong’s mission is to deliver inspired, effortless, human connection.

We started in 2013 with the purpose providing Australians with great value ADSL and nbnTM network services, and in 2017, we extended the offer to mobile plans. Our plans come with generous data inclusions, no hidden costs. What you see is what you get.

How will you Belong?

We’re just over a hundred people on one floor in Melbourne Docklands. It’s a start-up feel, with corporate backing. We’re full of customer-loving, product-shaping, market-creating and technology-building people; passionate about getting things right for our customers. There’s no room for heroes or egos (refer values). We are one team. We are looking for a diverse mix of people, with great collaboration skills to add to our culture.

To support our rapid growth, improve our speed to market, deliver data-driven, automated and customer centric digital experiences we are renewing all our platforms from the ground up.  We’ve set up cross-functional agile teams covering our all our systems, including: Marketing, CRM, Digital, Data, Analytics, Product Catalogue, Billing and Order Orchestration.

We are now building out our CX team to drive desirable customer experiences across channels.

How we work

We are all co-located in Melbourne and work together with other Belong teams intensively every day. We use Human Centred Design in front of Agile delivery practices. We are highly focussed on automated testing and deployment through CI/CD. We embrace continuous learning through optimisation and testing. We aim to build a highly automated, personalised and optimised experience for each of our individual customers.

What we are doing

We are developing a reusable, atomic design framework and selecting and implementing tools to fully automate digital content creation and delivery. We are about to decide and implement our site components: my account, shop, chat, analytics. We are working closely with other product owners to design new end-to-end customer journeys. Within the Customer Experience team, we are ensuring we all live our Target Customer Experience principles across channels.

What’s this role?

To support our rapid growth, improve our speed to market, deliver data-driven, automated and customer centric experiences, we are looking for a Senior CX Designer to play a key role in our growing CX team helping to drive CX as a discipline at Belong to create a positive impact on our customer experience and our customer base by creating and evolving products and services that people love.

What will be your purpose?

You will be hands-on using your extensive end-to-end Human-Centred Design Experience to carry out qualitative research to design and refine customer experiences end-to-end in line with our Customer Value Proposition and our Target Customer Experience.

What will you bring?

·         2-5 years experience in Customer Experience or Service Design

·         Digital experience – designing or enabling customer experiences through digital channels.

·         Bonus points for involvement in design industry thought leadership or communities

How you will be measured?

We are all measured on the same three things:

·         Customer growth (active services)

·         Customer satisfaction (churn)

·         Profitability (EBITDA)

Interactions and behaviours

·         Challenges the norm

·         Approaches solutions with an open mind

·         Human Centric Design driven

·         Loves getting involved in other domains and supporting them with good insights

·         Communicate, communicate, communicate!  The good, the bad and the ugly.  Always give it and receive it with the best intent of getting the right outcome for our customers, employees & partners.

·         Never walk past a problem – be it a code error, a fire hazard or a messy kitchen – raise it, fix it, own it, and encourage your colleagues to do the same.

Critical competencies:

  • Training and 2-5 years practical experience in Human Centred Design/ Service Design/ Customer/User Experience Design from problem statement through research, ideation to solution definition
  • Strong business acumen experienced using HCD to achieve business goals
  • Experience in working with digital projects / products
  • Strong and collaborative team player
  • Demonstrated experience facilitating groups of complex stakeholders to agreement
  • Expertise in visual/communication design to create outputs such as journey maps and blueprints
  • Strong understanding of Agile, Lean and how design thinking works together with these methodologies.
  • A track record of collaborating with product, technical functions and customer facing areas
  • A high level of customer empathy and insight

 If this role sounds like you, Apply NOW!

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/allrolesflex

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