Senior UX Designer

📍 Job Overview

Job Title: Senior UX Designer (Service) - 12 Month Contract

Company: Suncorp

Location: Sydney, Melbourne, or Brisbane, Australia

Job Type: Contract

Category: User Experience (UX) Design / Service Design

Date Posted: 2026-06-19

Experience Level: Mid-Senior Level (3+ years)

Remote Status: Hybrid

🚀 Role Summary

• Lead the end-to-end UX design process for complex customer journeys across native mobile applications (iOS & Android) and responsive web portals.

• Drive the creation of seamless, accessible, and intuitive user experiences by leveraging established design systems and component libraries.

• Collaborate extensively with product managers, engineers, and other stakeholders to translate business requirements and user needs into scalable, delivery-ready design solutions.

• Champion user-centered design principles and methodologies, guiding user research and testing to inform design iterations and ensure optimal outcomes.

• Contribute to the strategic direction and continuous improvement of the UX practice within a large, enterprise-level digital organization.

📝 Enhancement Note: While the provided listing is for a UX Designer, the prompt requires tailoring to Revenue Operations, Sales Operations, or GTM roles. Given the context of a "Senior UX Designer (Service)" role within a large financial services company like Suncorp, and the emphasis on "customer journeys," "service," and "claims experiences," this role likely interfaces heavily with operational processes that impact customer acquisition, retention, and service delivery. Therefore, this enhancement will focus on how a UX Designer in this context might contribute to or interact with operational efficiency and effectiveness, framing it through an operations lens. The core responsibilities will be interpreted through the lens of improving operational workflows that directly affect the customer experience, which is a key GTM and RevOps concern.

📈 Primary Responsibilities

• Design and iterate on user flows, wireframes, and high-fidelity mockups for customer-facing digital platforms (mobile apps, web portals) with a focus on service, claims, and transactional journeys, directly impacting operational efficiency and customer satisfaction.

• Lead design critiques and reviews, ensuring alignment with business objectives, technical feasibility, and operational constraints.

• Translate complex business rules and service requirements into intuitive and efficient user interfaces that minimize manual intervention and streamline operational processes.

• Collaborate with Product Owners and Business Analysts to define user stories and acceptance criteria that reflect both user needs and operational system capabilities.

• Facilitate design workshops with cross-functional teams, including operations, marketing, and engineering, to gather requirements, brainstorm solutions, and ensure a unified approach to customer experience delivery.

• Develop and maintain design documentation, including user journey maps, process flows, and interaction specifications, to support development and operational handoffs.

• Advocate for accessibility (WCAG compliance) and usability best practices to ensure a consistent and equitable experience for all users, reducing potential support escalations.

• Contribute to the strategic planning of digital product roadmaps, identifying opportunities to enhance user experience that drive operational improvements and revenue growth.

• Conduct and synthesize user research and usability testing to validate design hypotheses and gather insights that inform both UX improvements and operational process enhancements.

📝 Enhancement Note: The original role is Senior UX Designer. To align with the prompt's focus on RevOps/SalesOps/GTM, the responsibilities are reframed to emphasize the impact of UX design on operational efficiency, customer journey optimization for revenue impact, and cross-functional collaboration with operational teams. The core idea is that exceptional UX directly supports GTM strategies by improving customer acquisition, onboarding, and retention, and indirectly supports RevOps by reducing friction and service costs.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Human-Computer Interaction (HCI), Design, Psychology, Computer Science, or a related field, or equivalent practical experience.

• A strong portfolio showcasing a deep understanding of user-centered design principles and their application in complex digital environments. Experience:

• Minimum of 3+ years of progressive experience in UX design, with a proven track record of delivering high-quality digital products in fast-paced environments.

• Demonstrated experience designing for native mobile applications (iOS and Android) and responsive web platforms, with a keen eye for platform-specific conventions and best practices.

• Experience working within a large, complex organization, preferably in financial services, insurance, or a similarly regulated industry, is highly regarded. Required Skills:

• Advanced proficiency in Figma for creating wireframes, prototypes, user flows, and managing design systems (auto layout, components, variants, responsive design).

• Deep understanding of user-centered design methodologies, usability principles, accessibility standards (WCAG), and their practical application in product development.

• Proven ability to translate complex requirements into intuitive, seamless, and accessible customer journeys across various digital touchpoints.

• Strong stakeholder management and communication skills, with the ability to articulate design rationale, influence decision-making, and collaborate effectively with cross-functional teams including product, engineering, and operations.

• Experience in leading design direction for specific product areas or features and contributing to strategic planning and prioritization.

• Familiarity with user research methodologies and usability testing, and the ability to leverage insights to drive design decisions. Preferred Skills:

• Experience designing for service, claims, onboarding, or complex transactional journeys within the financial services or insurance sector.

• Exposure to Adobe Experience Manager (AEM), Experience Design System (EDS), or similar Content Management System (CMS) platforms.

• Familiarity with agile development methodologies and experience working within cross-functional agile teams.

• Basic understanding of how UX design impacts operational workflows, customer acquisition funnels, and revenue generation.

📝 Enhancement Note: The qualifications have been enriched with operations-relevant context, emphasizing the understanding of how UX design impacts business processes like customer service, claims, and transactions, which are critical for GTM and RevOps. The mention of specific industries and CMS platforms adds depth.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least 2-3 comprehensive case studies detailing your role in designing complex customer journeys (e.g., service, claims, onboarding, transactional).

• Clearly articulate the problem statement, your design process, key decisions made, and the solutions implemented using Figma.

• Demonstrate proficiency in Figma's advanced features, including auto layout, component libraries, variants, and responsive design techniques.

• Highlight your understanding and application of accessibility (WCAG) and usability best practices within your designs.

• Present metrics or qualitative feedback (if available) that demonstrate the positive impact of your design solutions on user experience, operational efficiency, or business objectives. Process Documentation:

• Provide examples of user flow diagrams or journey maps that illustrate how you map out and optimize customer interactions within digital platforms.

• Include wireframes or prototypes that demonstrate your ability to simplify complex requirements into intuitive user interfaces.

• Be prepared to discuss your approach to collaborating with development and operations teams to ensure seamless implementation and adherence to design specifications.

• Showcase how you integrate user research and testing insights into your design iteration process.

📝 Enhancement Note: This section has been specifically tailored for a UX role with an operations focus. It emphasizes case studies that highlight impact on customer journeys relevant to operations (service, claims, transactions) and the use of tools like Figma for process optimization and efficiency.

💵 Compensation & Benefits

Salary Range:

• Given this is a 12-month contract role for a Senior UX Designer in Australia (Sydney, Melbourne, or Brisbane), a competitive hourly or daily rate is expected. Based on industry benchmarks for senior-level UX professionals in major Australian cities, the estimated rate would likely fall between AUD $70 to $100+ per hour, or AUD $560 to $800+ per day, depending on experience, specific skills, and the duration of the contract negotiation. This estimate accounts for the senior level, specialized skills (e.g., service design, mobile app expertise), and the contract nature of the role. Benefits:

• Contractual Role Benefits: While often different from permanent roles, contract positions can include access to certain company facilities and opportunities.

• Professional Development: Opportunity to work on enterprise-scale digital experiences, contributing to a high-performing UX team and uplifting UX practices. Exposure to a wide range of digital products and customer journeys.

• Suncorp Specific Benefits (as listed):

  • Discounts and offers on a range of insurance products.

  • Access to flexible working and leave options.

  • Potential for study support and career development programs (subject to contract terms).

  • Opportunities for community engagement through payroll giving, donation matching, and paid volunteer leave.

  • Access to employee assistance program and employee council for work/life balance support. Working Hours:

• Standard full-time hours, typically 37.5 to 40 hours per week. Flexible working arrangements are available, allowing for a hybrid model, which is common for this type of role in Australia. Specific daily schedules can often be negotiated with the hiring manager to accommodate operational needs and personal flexibility.

📝 Enhancement Note: Salary range has been estimated for a contract role in Australia, considering the senior level and location. Benefits are detailed, differentiating between general contract role advantages and specific Suncorp offerings mentioned in the job description.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services & Insurance. Suncorp is a leading Australian financial services group, offering a wide range of banking, insurance, and wealth management products. This industry context means a focus on regulatory compliance, data security, customer trust, and operational efficiency to manage risk and deliver consistent service across diverse product lines.

Company Size: Large Enterprise. Suncorp is a major public company with thousands of employees globally. This implies robust internal processes, established design systems, formal stakeholder management structures, and a significant digital footprint. For operations professionals, this means opportunities to work on large-scale, impactful projects with a structured environment, but also the need for strong navigation of corporate processes.

Founded: The Suncorp Group was formed through various mergers and acquisitions, with its origins tracing back to the late 19th century. The modern Suncorp Group has a long history of providing financial services to Australians.

Team Structure:

• UX Design Team: Likely part of a broader Digital Experience or Product Development department. This team is responsible for the user-centered design of Suncorp's digital platforms, including mobile apps, online banking, and insurance portals.

• Reporting: This role reports to the UX Design Manager, indicating a clear hierarchy within the design function.

• Cross-functional Collaboration: The role necessitates close collaboration with Product Managers, Business Analysts, Engineering teams (iOS, Android, Web), and potentially Marketing, Operations, and Compliance departments to ensure seamless integration of design into the broader business strategy and operational execution.

Methodology:

• User-Centered Design: Core to the role, emphasizing research, testing, and iterative design based on user needs and behaviors.

• Agile Development: Likely operates within an agile framework, requiring designers to be adaptable, responsive to feedback, and integrated into sprint cycles.

• Design Systems: Utilizes and contributes to established design systems and component libraries to ensure consistency, efficiency, and scalability across digital products.

• Data-Informed Design: Leverages user research, usability testing, and potentially analytics data to inform design decisions and measure impact.

Company Website: https://www.suncorpgroup.com.au/

📝 Enhancement Note: The company context now includes industry specifics relevant to operations (financial services, regulation, data security) and what a large enterprise structure means for operations professionals. The team structure and methodology are described with an operations lens, highlighting collaboration and process integration.

📈 Career & Growth Analysis

Operations Career Level: This Senior UX Designer role sits at a mid-to-senior level within the design discipline. In an operations context, this translates to a role that not only executes design tasks but also influences strategy, leads design initiatives for key customer journeys, and contributes to the maturity of design processes. Individuals in this role are expected to mentor junior designers and act as subject matter experts in UX for critical service and transactional platforms.

Reporting Structure: Reporting to a UX Design Manager means clear guidance and oversight, with opportunities to contribute to team strategy and process improvements. The role's cross-functional nature means direct interaction with various departments, including those directly involved in operational execution (e.g., claims processing, customer service).

Operations Impact: While not a direct operations role, the Senior UX Designer significantly impacts operational efficiency and effectiveness through the design of intuitive customer interfaces. By simplifying complex processes like claims submission or account management, this role aims to:

• Reduce the volume of customer service inquiries and support tickets.

• Increase self-service rates, freeing up operational staff for more complex tasks.

• Improve customer satisfaction and retention, which are key GTM metrics.

• Ensure compliance with regulatory requirements through clear communication and design. Growth Opportunities:

• Specialization in Service/Transactional Design: Deepen expertise in designing for critical business functions that directly drive revenue and operational costs, making you a valuable asset in GTM and RevOps strategy.

• Mentorship and Leadership: Opportunity to mentor junior UX designers, lead design initiatives, and potentially move into a Lead UX Designer or Design Manager role within Suncorp.

• Cross-functional Knowledge: Gain in-depth understanding of how different operational departments (e.g., claims, underwriting, customer support) function, which is highly valuable for future GTM or RevOps roles.

• Contribution to Design Systems: Influence and expand Suncorp's design systems, a critical asset for maintaining operational consistency and efficiency across digital products.

📝 Enhancement Note: This section reinterprets the UX role through an operational lens, detailing its impact on efficiency, GTM metrics, and potential career progression within or adjacent to operations.

🌐 Work Environment

Office Type: Hybrid. The role is based in Sydney, Melbourne, or Brisbane, with a hybrid work model. This means a blend of working from a Suncorp office and remotely.

Office Location(s): Suncorp has significant office presences in major Australian cities. Specific office details would be provided upon engagement, but these are typically modern, well-equipped corporate environments in central business districts.

• Sydney: Likely in the CBD.

• Melbourne: Likely in the CBD.

• Brisbane: Likely in the CBD.

Workspace Context:

• Collaborative Spaces: Offices are expected to feature collaborative zones, meeting rooms, and hot-desking areas designed to facilitate interaction and teamwork, crucial for cross-functional projects.

• Tools & Technology: Access to standard corporate IT infrastructure, including high-performance workstations, reliable internet, and relevant software licenses (e.g., Figma, collaboration tools).

• Team Interaction: Opportunities for in-person collaboration with colleagues on the UX team and other departments, fostering strong working relationships and knowledge sharing. Remote workdays will rely on digital collaboration tools.

Work Schedule:

• Standard full-time hours (37.5-40 hours/week). The hybrid model offers flexibility, allowing for a negotiated balance between office-based and remote work. This flexibility is beneficial for operations professionals who may need to manage focused work sessions or attend to personal commitments.

📝 Enhancement Note: The work environment is described with an emphasis on how the hybrid model and office setup can support operations-focused work and collaboration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application, focusing on your resume and portfolio for relevant UX experience, particularly in service design and mobile platforms.

• Portfolio Presentation & Technical Interview: You will likely be asked to present 1-2 key case studies from your portfolio, detailing your process, problem-solving approach, and the impact of your designs. Expect questions on Figma proficiency, design principles, accessibility, and how you handle stakeholder feedback.

• Cross-functional Interview: An interview with key stakeholders, potentially including a Product Manager, Engineering Lead, or even a representative from an operational team whose area you might work on. This assesses your collaboration skills, understanding of business needs, and ability to translate UX into operational reality.

• Final Interview: May involve meeting with the UX Design Manager or a senior leader to discuss cultural fit, career aspirations, and overall suitability for the contract role.

Portfolio Review Tips:

• Highlight Operational Impact: For each case study, clearly articulate how your UX solutions improved customer journeys that are critical to Suncorp's operations (e.g., reduced claims processing time, simplified onboarding, increased self-service rates for policy management).

• Showcase Figma Mastery: Demonstrate advanced Figma techniques like auto layout, interactive components, and responsive design within your prototypes.

• Emphasize Collaboration: Explain how you worked with product, engineering, and potentially operations teams. Use specific examples of communication and problem-solving.

• Address Accessibility & Usability: Clearly outline your approach to ensuring designs are accessible and user-friendly, linking this to broader operational goals of inclusivity and reduced support needs.

• Tell a Story: Structure your case studies as narratives, starting with the problem, detailing your process and contributions, and concluding with the solution and its impact.

Challenge Preparation:

• Be prepared for a design exercise or take-home challenge that might involve a simplified version of a service or transactional customer journey.

• Focus on showing your process: research/understanding, ideation, wireframing, prototyping, and rationale for your design decisions.

• Think about how your design could be implemented efficiently within a large organization and how it might impact operational workflows.

📝 Enhancement Note: The interview and portfolio review process is detailed with specific advice tailored to a UX role that interfaces with operations, emphasizing the demonstration of impact on efficiency and collaboration.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Advanced proficiency is essential. This includes expertise in auto layout, components, variants, prototyping, team collaboration features, and design system management.

• Prototyping Tools: Figma's built-in prototyping capabilities are key, but familiarity with other tools like Sketch, Adobe XD, or InVision may also be relevant.

• Design Systems: Experience contributing to, maintaining, or utilizing established design systems and component libraries.

Analytics & Reporting:

• While not a primary responsibility for UX, understanding how to interpret user analytics and A/B testing results to inform design decisions is a plus. Familiarity with tools like Google Analytics, Adobe Analytics, or similar platforms used for tracking user behavior and conversion rates. CRM & Automation:

• Understanding of how UX designs translate into customer journeys managed by CRM systems (e.g., Salesforce, Microsoft Dynamics) and marketing automation platforms would be beneficial, though not a core requirement for this role. This helps in understanding the broader operational context.

• Exposure to Adobe Experience Manager (AEM) or similar CMS platforms is a bonus, as it indicates familiarity with content management and web delivery systems that operations teams often manage.

📝 Enhancement Note: The technology stack is focused on UX tools, with an emphasis on Figma. The inclusion of analytics and CRM/automation tools is framed from the perspective of how UX designers leverage or interact with these systems to understand operational impact.

👥 Team Culture & Values

Operations Values (Interpreted for UX):

• Customer Centricity: A deep commitment to understanding and serving customer needs, which directly aligns with Suncorp's goal of delivering exceptional service and building trust. This translates to designing experiences that are intuitive, helpful, and efficient for users.

• Collaboration & Teamwork: Working effectively with diverse teams (product, engineering, operations, compliance) to achieve common goals. This involves open communication, active listening, and a willingness to compromise for the greater good of the product and customer experience.

• Efficiency & Scalability: Designing solutions that are not only user-friendly but also efficient to develop, implement, and maintain. This means leveraging design systems, adhering to best practices, and considering the operational overhead of proposed features.

• Data-Driven Decision Making: Using research, testing, and analytics to inform design choices, moving beyond subjective opinions to evidence-based solutions that demonstrate measurable impact.

• Continuous Improvement: A mindset of constantly seeking ways to enhance user experiences and refine design processes, reflecting Suncorp's commitment to innovation and adapting to customer needs.

Collaboration Style:

• Partnership with Product & Engineering: Working closely with product managers to define requirements and with engineers to ensure feasible and high-quality implementation.

• Influence & Advocacy: Effectively communicating design rationale and advocating for user needs, while also understanding and respecting business constraints and operational realities.

• Feedback-Oriented: Open to receiving and giving constructive feedback within the design team and with cross-functional partners to drive better outcomes.

• Cross-functional Engagement: Proactively engaging with operational teams to understand their challenges, workflows, and how UX can support their objectives.

📝 Enhancement Note: This section translates Suncorp's likely values into terms relevant for a UX designer operating within a large, potentially operations-heavy organization. The emphasis is on how design contributes to operational efficiency and customer satisfaction.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business/Operational Constraints: Navigating complex requirements from multiple stakeholders (including operations, compliance, and product) while ensuring a cohesive and user-friendly experience.

• Designing for Scale in a Large Enterprise: Ensuring designs are scalable, maintainable, and consistent across a wide array of products and platforms within a large organization like Suncorp.

• Adapting to Evolving Technology & User Expectations: Staying abreast of new design trends, mobile platform updates, and changing customer expectations in the fast-paced digital landscape.

• Influencing Stakeholders: Effectively communicating the value of UX and design decisions to non-designers, especially when challenging existing assumptions or advocating for user-centric changes that may require operational adjustments.

Learning & Development Opportunities:

• Deep Dive into Financial Services UX: Gain specialized knowledge and experience in designing for complex financial products, services, and regulatory environments, which is highly sought after.

• Advanced Figma Skills & Design Systems: Further hone expertise in Figma and contribute to the evolution of Suncorp's comprehensive design system, becoming a go-to expert.

• Cross-functional Exposure: Work with diverse teams, including operations and business development, providing exposure to broader business strategy and operational challenges.

• Contract Role Experience: Develop skills in adapting quickly to new environments, managing project timelines effectively, and delivering impactful results within a defined contract period.

📝 Enhancement Note: Challenges and growth opportunities are framed to highlight the unique aspects of working in a senior UX role within a large financial institution, with a focus on operational integration and specialized industry knowledge.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to significantly simplify a complex service or transactional process through UX design. What was your approach, and what was the outcome?" (Focus on demonstrating process, problem-solving, and impact on operational efficiency).

• "How do you balance the needs of the user with the constraints of business requirements, technical limitations, and operational feasibility?" (Prepare examples showing negotiation, compromise, and user advocacy).

• "Walk us through your Figma workflow for designing a responsive mobile application component within a design system." (Be ready to demonstrate specific Figma techniques and your understanding of design system principles). Company & Culture Questions:

• "What interests you about Suncorp and this specific contract role within our digital experience team?" (Research Suncorp's recent digital initiatives, values, and connect it to your skills).

• "How do you approach collaborating with engineering and product teams to ensure a smooth handoff and implementation of your designs?" (Provide examples of your communication and partnership strategies).

• "How do you ensure your designs are accessible and comply with relevant standards like WCAG?" (Be prepared to discuss your methods and the importance of accessibility for all users, including operational staff who might use internal tools). Portfolio Presentation Strategy:

• Case Study Selection: Choose 1-2 case studies that best showcase your experience with service, claims, or transactional journeys and your advanced Figma skills.

• Quantify Impact: Whenever possible, use metrics (e.g., reduction in task completion time, decrease in errors, increase in self-service rates) to illustrate the success of your designs. If metrics aren't available, use qualitative feedback or strong rationale.

• Focus on Process: Clearly explain your thought process, the decisions you made, and why. Show your iterative approach and how you incorporated feedback.

• Demonstrate Figma Proficiency: Be ready to screen-share and walk through specific Figma files, highlighting your use of components, auto layout, and prototyping.

• Connect to Suncorp: Briefly explain why your experience and approach are relevant to Suncorp's challenges and goals.

📝 Enhancement Note: Interview questions and preparation tips are tailored to a UX role with an operations context, emphasizing the demonstration of process, impact on operational efficiency, and collaboration.

📌 Application Steps

To apply for this operations-adjacent UX design position:

• Submit your application through the Suncorp careers portal via the provided link.

• Curate your portfolio to prominently feature case studies demonstrating complex service/transactional journey design and advanced Figma utilization. Tailor your portfolio to highlight how your UX solutions have positively impacted operational efficiency or customer satisfaction in similar contexts.

• Optimize your resume to clearly articulate your 3+ years of UX design experience, with specific mentions of mobile app design (iOS/Android), service/claims experience, Figma proficiency, and accessibility standards. Use keywords from the job description.

• Prepare for your portfolio presentation by practicing your case study walkthroughs. Focus on clearly explaining your design process, the challenges you overcame, and the tangible outcomes of your work, linking them to potential operational benefits for Suncorp.

• Conduct thorough research on Suncorp and its digital presence. Understand their business offerings, recent news, and any visible digital products. Consider how your UX contributions can align with their broader business and operational objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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