Rest
Financial Services
SeniorManager,ExperienceDesign
“Senior Manager, Experience Design at Rest. Skills: Experience Design, Service Design, Human Centred Design, Data-driven decision-making. Design, orchestrate and continuously improve end-to-end member, employer and partners journeys. Turn insights into simple, trusted experiences across digital, service and operational channels”
What You'll Achieve.
Measurably improve outcomes; Reduce friction; Strengthen engagement; Early detection of friction; Ensure changes are simple and effective; Drive stakeholder buy-in and ongoing investment
Industry & Context.
Right to work in Australia
What They're Looking For.
Must Have
Deep expertise in Human Centred Design (HCD) and service design principles and frameworks, Practical orientation to how these principles are applied to use cases with a test and learn / rapid iteration approach, Proven ability to apply commercial judgment to shape direction, make critical decisions and deliver outcomes to defined timeframes, Curiosity and understanding and experience with member research frameworks, Demonstrated use of data to drive member experience, including experience design and embedding VOC frameworks, Influencing skills with the ability to lead through others, fostering alignment and collaboration across diverse functions and teams, Demonstrated ability to manage senior stakeholders, Balances strategic vision with operational precision, ensuring initiatives are both high-impact and well-executed, Exceptional written and verbal communication skills, with the ability to translate complex insights and strategies into clear, compelling narratives, Skilled in managing multiple priorities in complex, fast-paced environments while maintaining focus on strategic outcomes and member value
Nice to Have
Experience within superannuation or financial services
What You'll Do.
orchestrate and continuously improve end-to-end member
employer and partners journeys
Turn insights into simple
trusted experiences across digital
service and operational channels
Embed customer voice and data-based decision-making into design and delivery
Map and deeply understand member experience across key journeys
Define and measure journey KPIs and leading indicators
Translate VOC insights into journey improvements
co-design and usability activities
Run structured experiments and iterate based on member signals
Establish and evolve experience principles
design patterns and accessibility standards
Create clear artefacts and compelling narratives
Track outcomes and communicate impact
How You'll Work.
Team & Collaboration
Partner with Product, DTD/Engineering, Service and Marketing to design feasible, scalable solutions; Coordinate delivery across teams; Work with Risk, Legal and Data Governance to embed privacy and compliant data usage; Foster alignment and collaboration across diverse functions and teams; Manage senior stakeholders
Communication Scope
Exceptional written and verbal communication skills; Ability to translate complex insights and strategies into clear, compelling narratives
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