Lead UX Designer (Mobile & Self-Service)
Hybrid · Melbourne, Victoria, Australia
Job Summary
Lead UX Designer (Mobile & Self-Service) at MMS focused on transforming mobile apps and self-service journeys in a regulated financial services context. Responsibilities include defining UX strategy across mobile/self-service apps, redesigning key customer journeys to remove friction, designing mobile-first experiences for iOS and Android, conducting end-to-end user research, leveraging analytics and testing to inform design decisions, championing accessibility and customer-centered design, collaborating with Product, Engineering, Risk, Compliance, and Content teams, and mentoring designers to ensure design excellence and consistency. The role emphasizes shaping digital strategy and roadmaps, influencing senior stakeholders, and delivering measurable outcomes in customer satisfaction, self-service adoption, and reduced reliance on assisted support.
Required Qualifications
- 7+ years' UX design experience
- experience leading or mentoring designers
- strong experience designing mobile app experiences and customer-facing digital products
- proven success creating and optimising self-service journeys (onboarding, account management, payments, claims, or transactions)
- expertise in user research, usability testing, and insight-driven design
- proficiency in design and prototyping tools (e.g. Figma)
- experience in regulated environments such as banking, financial services, insurance, or fintech
- excellent stakeholder management, communication, and influencing skills
- track record of delivering measurable customer and business outcomes
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