We’ve never been ‘just a bank’. Just like you should never be ‘just an employee’. We’re united in our belief that in banking, better can be bigger, and together we’re making it happen.

Are you passionate about creating seamless, human centered customer journeys?

It starts here. With Bendigo Bank… and you.

Bendigo Bank is looking for a passionate and driven Customer & User Experience (UX) Lead to play a pivotal role in our exciting contact centre transformation. You will design and implement exceptional customer experiences across all contact channels, significantly elevating the digital customer journey and driving productivity gains.  You’ll conduct customer research, facilitate workshops, map end-to-end journeys, and collaborate closely with digital and design teams to prototype, test and continuously improve experiences. Your work will directly impact how millions of Australians connect with us—helping reduce friction, lower costs, and elevate every interaction.

Key responsibilities:

• UX Design: Leading the design and implementation of intuitive and seamless customer journeys across all contact channels; creating wireframes, prototypes, and user flows to ensure a positive customer experience. 
• Customer Experience: Championing a customer-centric culture, actively seeking feedback, and continuously improving the customer experience based on data and insights. 
• Research & Insight: Conducting user research (qualitative and quantitative) to understand customer needs and preferences; analysing data to identify trends and inform design decisions; presenting findings to stakeholders. 
• Continuous Improvement: Implementing a robust system for monitoring customer feedback and identifying areas for improvement; proactively suggesting and implementing changes to enhance efficiency and customer satisfaction. 
• Risk & Compliance: Ensuring all designs and implementations adhere to relevant regulatory requirements and bank policies; mitigating risks associated with customer data and security. Collaborating closely with the Head of Contact Transformation and other stakeholders to ensure alignment with the bank's overall digital strategy. 

To succeed in this role, we’d love you to have:

• Proven experience leading customer experience and UX design initiatives within complex contact centre environments—ideally in financial services—using data, research, and insight to drive seamless, customer-centric journeys across phone, email, chat, and emerging channels.
• Deep knowledge of UX/CX design methodologies, including journey mapping, prototyping, usability testing, and design thinking—alongside strong analytical and storytelling skills to translate customer pain points into impactful, compliant solutions.
• Exceptional collaboration and stakeholder engagement abilities, with a track record of bringing together cross-functional teams (tech, ops, marketing, risk) to design and deliver experiences that balance customer ease, business value, and regulatory compliance.

We offer flexible work options with a hybrid model of minimum 60% on site attendance, preferably located in Melbourne, Bendigo or Adelaide. 

This is a Permanent, Full-time position based at any of our head office locations.

Please note shortlisting and interviews may take place prior to the advertised close date, so don't delay: apply now!  

Closing Date: 21st August 2025

Position Description:  Customer and User Experience Lead PD (002).docx

Please note, all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.

Please contact the Recruiter for this vacancy for a confidential discussion if there are any concerns meeting this requirement during the application process, or if you would like to discuss the position further.   

Recruiter Name:   Libby Prouse – Senior Talent Acquisition Advisor
Recruiter Email:   libby.prouse@bendigoadelaide.com.au

For more information, check out the Application Process for Internal Candidates page.