Innovation & UX Lead

Role Overview

• Establish and scale the Human Centred Design (HCD) / User Experience practice, including defining standards, tools, governance, and ways of working.
• Promote design thinking and share knowledge, skills, and tools, including building and maintaining scalable HCD/UX toolkits and playbooks to enable consistent and self-service application across delivery teams.
• Recruit, develop, and manage human-centred designers to enable the delivery of HCD capability.
• Oversee HCD application across programs of work, including operational management, reporting, and practice-level performance measures (e.g., adoption, reuse, outcomes).
• Develop and implement customer-led strategies in large programs, focusing on customer design thinking and translating strategy into implementation.
• Lead a portfolio of Human Centred Design (HCD) projects, collaborating across the business to design customer experience solutions.
• Engage and manage stakeholders up to the executive level to understand strategic priorities and commercial context.
• Apply a Human Centred Design lens to business ecosystems to identify, describe, and prioritise customer needs.
• Design and execute research to understand customer, partner, and employee needs, analysing qualitative and quantitative data to derive insights.
• Understand customer trends, best practices in HCD, and competitive influences on the QBE group to provide thought leadership.
• Ensure compliance with all relevant regulatory and legislative obligations, incorporating QBE procedures into the day-to-day work environment.

Requirements

• A Tertiary Degree or an equivalent combination of education and work experience.
• Experience in User Interface and User Experience Design.
• Experience delivering UI and UX within an agile environment.
• Experience with A/B and multivariate testing.
• Experience interpreting analytics and testing results, preferably with Google Analytics.
• Familiarity with commercial insurance products and processes—such as underwriting, policy lifecycle (new business, renewals, endorsements), and broker/agent distribution models.
• Experience in the Financial Services industry, particularly insurance, would be beneficial.

Benefits

• Hybrid Working – a mix of working from home and in the office
• 22 weeks of paid leave for family growth, with 12 weeks available to all parents on a gender-equal basis
• Competitive 401(k) program with company match up to 8%
• Well-being program including holistic wellbeing coaching, gym membership, confidential counselling, financial and legal advice
• Tuition Reimbursement for professional certifications, and continuing education
• Employee Network and Community – QBE actively supports six Employee Networks, and many ways to give back to your community