Head of Experience & Design at FrankieOne

Product, Sydney sydney design product
Description
Posted a month ago

We’re looking for those who:

  • Take accountability. We own our work, taking responsibility for both our successful and not so successful endeavours. 
  • Collaborate. We work together, building on each other’s strengths. We are honest with each other and ourselves. 
  • Are curious. About our customers, about each other and about our own learning. 

The role

We’re currently recruiting for a superstar Head of Experience and Design to level up the customer and user experience across all FrankieOne touchpoints. You have extensive knowledge and expertise in Customer Experience, User Experience and Visual Design, and understand how to bring them together to deliver and scale exceptional experience outcomes.

As Head of Experience and Design, you are an accomplished leader with a growth mindset and a thirst for finding beautifully simple solutions to complex problems. You are the voice of the Client and End-user and expertly balance their needs along with the needs of the business.  Managing a team of designers,  you champion and implement design thinking practices and processes to make them an integral part of the FrankieOne design culture.

You are endlessly curious and love delving into the nitty-gritty of a problem. You work collaboratively with all internal teams, clients and end-users to ideate best-in-class experiences and to bring them to life, ensuring that results are tangible and measurable. 

Working in a fast-paced, collaborative and high energy start-up, you thrive in knowing that you are making a material impact to the growth and direction of the company.  

You will be reporting to Soumya Srinivasan, who leads FrankieOne’s Product and Delivery. Soumya has extensive experience in Fintech as Head of Payment Apps at eftpos, Head of In-store Products at Paypal, and Director of Product and Payments at the neobank Xinja. While Soumya is a massive fintech nerd, she loves nothing more than curling up with a good book (except maybe the kids).  



Your ticket to success:

  • Own the function. You:
    • Complete the strategic planning and management of the customer experience, user experience and design function. 
    • Craft a strategic vision that aligns HCD and technology with client needs and business objectives, encompassing UI, UX, customer analytics and insights
    • Are also responsible for defining, monitoring and delivering quarterly Objectives and Key Results to ensure we achieve our desired goals. 
    • Oversee multiple projects and scale resources accordingly, ensuring deadlines are met.
    • Apply problem-solving and structured thinking skills to solve ambiguous business issues or challenges, sometimes with limited information.  You simplify complexity.
    • Oversee the implementation of designs with the development team, all the way through to testing and final delivery.
    • Generate high-quality customer-facing and internal knowledge documents and educational materials.
  • Be a people leader. You proactively manage your team, ensuring they are setup for success. Achieving steady improvements in the ways of working. You will also coach and manage junior and senior talent as appropriate.
  • Have your finger on the pulse. You work with our clients to understand their needs, translating them into actionable design enhancements. You understand how you need to communicate your dependencies, requests and progress to internal stakeholders in a clear, realistic and concise way. 
  • Be an advocate. For Frankie, for the product, for our people and for our values.

In a previous life you have:

  • 6+ years experience in design, customer experience, user experience, product management or service design using design thinking.
  • Built up your leadership skills with demonstrated success in leading, nurturing and mentoring design teams and interacting with customers and end-users.
  • Developed a strong understanding of both B2B and B2C facing digital products and proven experience designing and delivering for each.
  • Implemented design thinking practices and processes.
  • A proven high level of attention to detail with a strong visual design background.
  • Developed great communication skills, both written and verbal.
  • Ideally experienced working with or for fast-growing start-ups, understanding and appreciating lean design practices and knowing where to focus attention to maximise ROI. 
  • Ideally worked in banking, FinTech or identity verification

Our benefits & ways of working

This full-time role will be based in either our Melbourne office in Docklands or in the Sydney CBD. Both are high-energy co-sharing offices surrounded by lots of other start-ups and small tech companies. We get to catch up over breakfast on a Tuesday, sweet things on a Thursday and cheese and drinks on a Friday. Trivia, competitions and wellbeing initiatives are also important and part of the Frankie way. 

You will be reporting to Soumya Srinivasan, who leads FrankieOne’s Product and Delivery. Soumya has extensive experience in Fintech as Head of Payment Apps at eftpos, Head of In-store Products at Paypal, and Director of Product and Payments at the neobank Xinja. While Soumya is a massive fintech nerd, she loves nothing more than curling up with a good book (except maybe the kids).   

As an early-stage company, you’ll witness the company growing in size and value because of your direct impact. We also want you to see the upside in the value you bring and hence offer an attractive compensation package.

We have a flexible work-from-home policy but do encourage our staff to come into the office on at least Wednesdays and Fridays so we can maintain our vibrant culture and use these days for team collaboration / problem-solving. 

Creating a diverse and inclusive culture is fundamental to our success here at FrankieOne. We welcome and value all religions, national origins, gender identity or expressions, sexual orientation, marital status, age profiles and those with specific needs. Please reach out if you would like support throughout the recruitment or onboarding process.