UX Strategist - Senior

Vinaka and Namaste! Join ASB At ASB, we're all about doing what we can to help our customers get "One Step Ahead" by giving them the tools they need to manage their lives and plan for their families and future. MoteTuranga| About the role: As Senior UX Strategist within Lending Compliance, you will lead the design of clearer , safer experiences for customers in financial difficulty across the secured and unsecured recoveries journeys. You will use customer insight, systems thinking and service design to understand current pain points, shape future-state opportunities, and support customers to resolve debt with clarity and confidence. This includes designing digital tools, communications and service experiences that make the recoveries journey easier to understand, keep customers engaged, and help them regain control of their finances. Workingwith UX, Service Design, Research,Strategy, product and technology teams, you willbalance customer needs, regulatory requirements, technology constraints and business outcomes. You willdefine end-to-end journeys, create service blueprints andtranslatecomplexrequirements into clear, usefulexperiencesacross digital and assisted channels.You will also help embed customer-centred ways of working, turning insights into practical recommendations that support fair, consistent and effective customer outcomes. You will bring7+years’ experiencein UX strategy, service design orarelatedfield, witha track recordleading cross-functional work on complex programmes, ideally in financial services. You will have stronghuman-centred design skills, including design thinking, service design, co-design and behavioural insight, with the abilityto simplify multi-channel experiences and workflows. You will be confident developingUX strategies that support programme goals, simplify products and services, and improvebothcustomer and staff experiences.You will be comfortableleading and mentoring on complex UX initiatives, working across systems, data and processes while keeping customer outcomes at the centre. You willtranslate user insights into roadmaps, journey maps,serviceblueprints anddeliveryplans, working closely with research and cross-functional teams.Clear communicationand stakeholder engagement will be key, alongwith the ability to turn insights into practical recommendations and support customer-centreddecision making. You will connect customer needs, regulatory obligations and business outcomes through artefacts such as research plans, journey maps, service blueprints, experience principles, prototypes, decision flows and future-state concepts for Lending Compliance and recoveries uplift. You will also bring experience simplifying regulated journeys across digital, assisted and third-party channels, with a focus on fair customer outcomes, clear next steps, progress visibility and practical support. You will prioritiseUX opportunities tied tomeasurable outcomes, contribute toa positiveandchallenging team environment, and help liftcustomer-focusedpractice across ASB’s CX and UX communities. Ngameakiawhaiangituahau? | What Do I Need to Be Successful? To be successful, you will be comfortable working through complexity and simplifying products, services and workflows within regulatory and technology constraints.You will have hands-oncapability acrossthe full design toolkit, including customerresearch,journey mapping, workshops,service blueprints,interaction design,prototypingandusabilitytesting to shapecompliant, human-centred recoveriesexperiences. Your experience will include complex workflows, omnichannel journeys and integrations, with a strong focus on customer needs and pain points. You will be familiar withagile squads,web-based applications, backend platforms and enterprise systems,and able to createsimple, connected digital interactions.You will be confidentleading workshops, stakeholder sessions and co-design activities, building strong relationships and helping teams apply a UX mindset. You will be able toframe customer insights in business terms,validate opportunities and balancecustomerpriorities withtechnology, data, security and commercialconsiderations. You will contributeto mentoring, customer-centred practice, data-informed decisions and continuous improvement within the Design Practice. Experience with enterprise platforms, design principles, UX practices and technology transformation is important; product system or CRM exposure would be an advantage. Behavioural science knowledge and hybrid service design skillswill also supportASB’s purpose of improving New Zealanders’ financial wellbeing. Temahi ki ASB | Working for ASB: We are committed to providing opportunities for our team members to grow and develop their capabilities and provide excellent training and personal development to ensure your initial and on-going success.If you want to make a real difference to our customers and are ready for your next challenge, please submit your application online to be considered. Successful candidates will be required to undertake several pre-employment checks which will include but are not limited to; Police Check, Credit Check, AML Compliance, Verification of your qualifications and may include checks both here in New Zealand and overseas. Please note that we will be reviewing applications after the advertising period closes and so our response to your application may be delayed. Thank you for your patience, and we look forward to connecting with you soon. To serve a diverse community, we need a diverse organisation. We encourage applicants from allbackgrounds who bring unique perspectives and thinking styles that add to the culture andperformance of our team. #J-18808-Ljbffr