Senior Manager, Experience Design

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Established in 1988, Rest is one of Australia's largest profit-to-member superannuation funds. We support more than two million members, with around $100 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super, they're more likely to get a better retirement outcome. Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do. The Senior Manager, Experience Design is responsible for designing, orchestrating and continuously improving end‑to‑end member, employer and partners journeys, turning insights into simple, trusted experiences across digital, service and operational channels. Working broadly across the organisation, the role embeds customer voice and data‑based decision‑making into design and delivery, ensuring changes measurably improve outcomes, reduce friction and strengthen engagement. Key Accountabilities/Responsibilities End‑to‑End Journey Design & Orchestration Map and deeply understand the member experience across key journeys (awareness/consideration → onboarding → managing → retiring → in retirement), across channels (digital, contact centre, employer and adviser touchpoints). Define and measure journey KPIs and leading indicators for early detection of friction, aligned to the organisational journey and experience measurement framework. Translate VOC Insights into Journey Improvements Systematically convert research and feedback (NPS, CSAT, complaints, in‑journey listening) into design hypotheses, prioritised opportunities and actionable service changes. Maintain journey backlogs with clear problem statements, success metrics and member outcome targets; ensure insight‑to‑action workflows are embedded. Human‑Centred Design & Experimentation Lead discovery, co‑design and usability activities (e.g. contextual inquiry, prototyping, moderated testing) to validate concepts quickly and responsibly. Run structured experiments and pilots; iterate based on member signals and behavioural evidence to ensure changes are simple and effective. Cross‑Functional Collaboration Partner with Product, DTD/Engineering, Service and Marketing to design feasible, scalable solutions and to coordinate delivery across teams. Work with Risk, Legal and Data Governance to embed privacy and compliant data usage in all experience changes. Design System & Standards Establish and evolve experience principles, design patterns and accessibility standards that reflect Rest's mission to "make super simple". Ensure consistency and quality across channels through reusable components and clear guidance for product and digital teams. Measurement, Storytelling & Adoption Create clear artefacts (journey maps, service blueprints, dashboards) and compelling narratives that build enterprise understanding of member needs. Track outcomes and communicate impact (e.g., reduced effort, improved clarity, higher trust) to drive stakeholder buy‑in and ongoing investment. Relevant Marketing, Business/Commerce or Service Design qualifications or equivalent Required experience, understanding or credentials including: Experience design: deep expertise in Human Centred Design (HCD) and service design principles and frameworks, with a practical orientation to how these principles are applied to use cases with a test and learn / rapid iteration approach. Financial Services Expertise: Experience within superannuation or financial services preferred but not essential. Strategic and Commercial Acumen: Proven ability to apply commercial judgment to shape direction, make critical decisions and deliver outcomes to defined timeframes. Leads with Data : Leads with curiosity and has a strong understanding and experience with member research frameworks and demonstrated use of data to drive member experience, including experience design and embedding VOC frameworks. Collaborative Leadership: Strong influencing skills with the ability to lead through others, fostering alignment and collaboration across diverse functions and teams. Demonstrated ability to manage senior stakeholders is essential. Attention to Detail and Perspective: Balances strategic vision with operational precision, ensuring initiatives are both high-impact and well-executed. Effective Communication: Exceptional written and verbal communication skills, with the ability to translate complex insights and strategies into clear, compelling narratives. Resilience and Prioritisation: Skilled in managing multiple priorities in complex, fast-paced environments while maintaining focus on strategic outcomes and member value. Our benefits have been designed so you can tailor your experience with us and include: Personal and professional development opportunities Hybrid working Purchase leave scheme and gender neutral 16 weeks paid parental leave Super Contribution Co

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