UX Strategist - Senior

UX Strategist-Snr - Lending Compliance, Lend & Protect

Kia ora, Talofa lava, Kia Orana, Malo e lelei, Fakalofa lahi atu, Bula

Vinaka and Namaste!

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At ASB, we're all about doing what we can to help our customers get "One Step Ahead" by giving them the tools they need to manage their lives and plan for their families and future.

Mo te Turanga | About the role:

As Senior UX Strategist within Lending Compliance, you will lead the design of clearer, safer experiences for customers in financial difficulty across the secured and unsecured recoveries journeys.

You will use customer insight, systems thinking and service design to understand current pain points, shape future-state opportunities, and support customers to resolve debt with clarity and confidence. This includes designing digital tools, communications and service experiences that make the recoveries journey easier to understand, keep customers engaged, and help them regain control of their finances.

Working with UX, Service Design, Research, Strategy, product and technology teams, you will balance customer needs, regulatory requirements, technology constraints and business outcomes.

You will define end-to-end journeys, create service blueprints and translate complex requirements into clear, useful experiences across digital and assisted channels. You will also help embed customer-centred ways of working, turning insights into practical recommendations that support fair, consistent and effective customer outcomes.

O pukenga | About You

You will bring 7+ years’ experience in UX strategy, service design or a related field, with a track record leading cross-functional work on complex programmes, ideally in financial services.

You will have strong human-centred design skills, including design thinking, service design, co-design and behavioural insight, with the ability to simplify multi-channel experiences and workflows.

You will be confident developing UX strategies that support programme goals, simplify products and services, and improve both customer and staff experiences. You will be comfortable leading and mentoring on complex UX initiatives, working across systems, data and processes while keeping customer outcomes at the centre.

You will translate user insights into roadmaps, journey maps, service blueprints and delivery plans, working closely with research and cross-functional teams. Clear communication and stakeholder engagement will be key, along with the ability to turn insights into practical recommendations and support customer-centred decision making.

You will connect customer needs, regulatory obligations and business outcomes through artefacts such as research plans, journey maps, service blueprints, experience principles, prototypes, decision flows and future-state concepts for Lending Compliance and recoveries uplift. You will also bring experience simplifying regulated journeys across digital, assisted and third-party channels, with a focus on fair customer outcomes, clear next steps, progress visibility and practical support.

You will prioritise UX opportunities tied to measurable outcomes, contribute to a positive and challenging team environment, and help lift customer-focused practice across ASB’s CX and UX communities.

Nga mea kia whai angitu ahau? | What Do I Need to Be Successful?

To be successful, you will be comfortable working through complexity and simplifying products, services and workflows within regulatory and technology constraints. You will have hands-on capability across the full design toolkit, including customer research, journey mapping, workshops, service blueprints, interaction design, prototyping and usability testing to shape compliant, human-centred recoveries experiences. Your experience will include complex workflows, omnichannel journeys and integrations, with a strong focus on customer needs and pain points.

You will be familiar with agile squads, web-based applications, backend platforms and enterprise systems, and able to create simple, connected digital interactions. You will be confident leading workshops, stakeholder sessions and co-design activities, building strong relationships and helping teams apply a UX mindset.

You will be able to frame customer insights in business terms, validate opportunities and balance customer priorities with technology, data, security and commercial considerations. You will contribute to mentoring, customer-centred practice, data-informed decisions and continuous improvement within the Design Practice.

Experience with enterprise platforms, design principles, UX practices and technology transformation is important; product system or CRM exposure would be an advantage. Behavioural science knowledge and hybrid service design skills will also support ASB’s purpose of improving New Zealanders’ financial wellbeing.

Te mahi ki ASB | Working for ASB:

We are committed to providing opportunities for our team members to grow and develop their capabilities and provide excellent training and personal development to ensure your initial and on-going success. If you want to make a real difference to our customers and are ready for your next challenge, please submit your application online to be considered.

Me pehea te tono | How to apply?

If this role sounds like it might be the one for you then please click "apply"… we'd love to hear from you!

Successful candidates will be required to undertake several pre-employment checks which will include but are not limited to; Police Check, Credit Check, AML Compliance, Verification of your qualifications and may include checks both here in New Zealand and overseas.

A position description is attached, and applications are invited online. Please include a cover letter and/or portfolio outlining your area of interest and expertise.

Please note that we will be reviewing applications after the advertising period closes and so our response to your application may be delayed.

Thank you for your patience, and we look forward to connecting with you soon.

Job details Reference # KG165022 Posted on 24 Jul 2026 Location(s) North Wharf Show all Expertise Design Other Show all Work type(s) Full Time Application closes on 05 Aug 2026 23:59 .tas-button { display: inline-block; background: #263238; color: #fff; font-size: 12px; font-family: "Roboto", "Helvetica", "Arial"; text-transform: uppercase; margin: 10px 15px 10px 0; padding: 10px 15px; border-radius: 2px; text-decoration: none; font-weight: 300; border: none; outline: none; line-height: 100%; -webkit-transition: background 0.3s ease, color 0.3s ease; -moz-transition: background 0.3s ease, color 0.3s ease; transition: background 0.3s ease, color 0.3s ease; } .tas-button:hover, .tas-button:active { cursor: pointer; }