Member Experience Designer, Teachers Mutual Bank. Homebush, Sydney NSW. Web & Interaction Design (Design & Architecture). Full time. Base Salary + Super.

About the Role: Are you passionate about creating exceptional customer experiences. As a Member Experience (MX) Designer, you’ll play a critical role in redefining how our Members interact with the bank at every stage of their journey. Reporting to the Growth and Engagement Lead, you’ll be at the forefront of designing intuitive, human-centred experiences that drive engagement, retention, and loyalty. Your work will ensure that Members feel understood and valued as they navigate their relationship with the bank, whether through digital channels, in-person interactions, or marketing touchpoints.

In this role, you’ll dive deep into understanding our Members’ needs, behaviours, and pain points, using these insights to map seamless and engaging customer journeys. By collaborating with cross-functional teams, including marketing, product, operations, and digital banking, you’ll ensure a cohesive and personalised experience that aligns with our brand values. This is your opportunity to influence every aspect of the Member lifecycle—from initial attraction to becoming a brand advocate—while continuously optimising for impactful outcomes.

Responsibilities: Conduct member research, surveys, and interviews to gather insights into behaviours and pain points. Map detailed customer journeys across all channels, identifying friction points and opportunities. Design intuitive and engaging Member experiences aligned with our brand values. Prototype, test, and refine new experiences and features. Collaborate with internal teams to ensure seamless implementation of designed experiences. Enable lifecycle marketing by identifying opportunities to enhance Member engagement. Facilitate workshops and training to promote a member-centric culture. Ensure compliance with regulatory requirements and mitigate risks effectively. 

About You: You are an experienced designer with a passion for understanding customer needs and creating meaningful experiences. A natural collaborator, you thrive in cross-functional environments and possess the ability to think strategically and creatively.

Skills and Qualifications: Bachelor’s degree in Design, Marketing, or a related field. 10+ years of experience in Customer Experience or Service Design. Advanced competency in design thinking and human-centered design methodologies. Strong understanding of data analysis to drive decision-making. Proficiency in design and prototyping tools (e.g., Figma, Sketch, Adobe Creative Suite). Excellent communication and stakeholder engagement skills. Knowledge of digital marketing and CRM systems. Experience in enhancing customer engagement across the lifecycle.

About You: Teachers Mutual Bank Limited is one of the largest mutual banks in Australia. We are a globally recognised socially responsible bank with profit-for-purpose as our business model and philosophy. At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products. We are proud to serve some of Australia’s essential workers in education, emergency services and healthcare. We believe they deserve a bank that does good for their community.

We have been named one of the World’s Most Ethical Companies for ten years in a row and are a Certified B Corp Bank. Our employees embrace our organisation’s values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service. We work under a hybrid-working model to provide flexibility in the workplace.

NOTE: Never make payment to any employer, person, company, contractor or agency to get hired for a Job.

For a confidential conversation, contact Lyndsay Flett: lflett@tmbl.com.au