Senior Product Designer

Summary

We're looking for a Senior Product Designer to lead design on our messaging & orchestration product SmartPATH, joining a distributed design group supporting a global B2B SaaS company. You’ll collaborate with teams across the wider Smart Communications product suite that serves regulated industries such as healthcare, banking, and insurance.

This is a hands-on role. You'll own end-to-end design for complex, enterprise-grade workflows, contribute to the shared design system, and mentor other designers, helping raise the bar on craft and process across the team.

About Smart Communications

Smart Communications is a leading customer engagement technology provider for regulated industries. The company helps organizations simplify the complex interactions that shape people’s lives by enabling more connected, personalized, and trusted customer engagement. Its Customer Engagement Platform brings together data collection, customer communications, journey orchestration, trusted AI, and information management to help organizations create seamless experiences across the customer lifecycle. By connecting the systems, processes, and interactions that drive critical business outcomes, Smart Communications enables organizations to improve customer experience, increase operational efficiency, strengthen compliance, and build trust at every touchpoint. More than 700 enterprises worldwide, including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp, rely on Smart Communications to power engagement in regulated environments. With more than 30 pre-built integrations to leading enterprise platforms including Salesforce, AWS, Guidewire, Duck Creek, OneSpan, and Pega, Smart Communications powers more than 60 billion mission-critical customer interactions each year. To learn more, visit smartcommunications.com.

Who are you?

This team values specifics over abstraction and communication that cuts through, especially given how distributed we are. We're looking for someone who leaves things better than they found them, whether that's a flow, a file, or a junior designer's confidence.

The responsibilities of the role include:

• Lead product design for SmartPATH from discovery through delivery, working closely with product management and engineering.
• Collaborate across other products and at the platform level, contributing to and helping evolve the shared design system so patterns stay consistent and scalable.
• Assess and prioritise usability and experience improvements across the suite, backed by user research and usability testing (qualitative and quantitative).
• Take the lead on complex design challenges, including multi-journey flows and accessibility considerations, and consider integration points and edge cases end to end.
• Turn ambiguous, technically complex problems into clear, usable design solutions for enterprise customers.
• Design AI-enabled and data-driven user experiences, and use AI-assisted design tools and workflows (for example, prompt-driven prototyping) as part of your everyday practice.
• Mentor other designers and support onboarding of new team members into design tools, processes and systems.
• Present design decisions to stakeholders and evangelise design and design thinking across the business.
• Contribute to sprint planning and effort estimates for design work, and help the team work effectively within agile delivery.
• Keep across industry developments and bring relevant trends and practices back to Smart Communications products.

What we’re looking for:

Must have skills/experience:

• Significant experience as a product designer, with a track record of owning complex, end-to-end design work in a B2B or enterprise SaaS context.
• Strong craft across interaction design, information architecture, wireframing and prototyping, and visual design (typography, layout, colour).
• Experience designing AI-enabled or data-driven user experiences, and demonstrated fluency with AI-assisted design tools and workflows.
• User research and usability testing experience, using a mix of qualitative and quantitative methods.
• Experience with Figma or an equivalent design tool.
• Solid understanding of design systems and how to apply patterns consistently at scale.
• Experience mentoring or informally leading other designers.
• Excellent written and verbal communication, comfortable presenting to and building relationships with cross-functional stakeholders, with the ability to work async across time zones.

Advantageous skills/experience:

• Familiarity with front-end technologies (HTML, CSS, JavaScript).
• Familiarity with accessibility standards (for example, WCAG).
• Experience using analytics tools to inform design decisions.
• Knowledge of CXM, CCM or enterprise SaaS platforms.
• Experience designing responsive, cross-channel experiences.
• Experience with collaboration and project management tools such as Miro and Jira.
• Experience designing for regulated or compliance-heavy industries (healthcare, banking, insurance or similar).

We look for the following SMART values in everyone we hire at Smart Communications:

• Speak Openly - We are positive, creative, helpful, kind and we have fun. We listen and provide constructive feedback. Through meaningful conversations we encourage each other to be the best that we can be. We’re not complainers we’re problem solvers.
• Make a Difference - We focus on the things that matter and prioritize the things that have the greatest impact. We celebrate success and hold ourselves accountable for our choices. We don’t sit on the sidelines.
• Agile & Flexible - We are focused on evolving, improving and growing. We think differently and challenge the status quo with open minds. We ask ‘why?’ so that we can help remove complexity. We don’t allow hurdles to get in our way.
• Results-Focused - We get stuff done by being efficient, working at pace and paying attention to detail. We focus on finding solutions and fixing things. We don’t believe in being busy for the sake of being busy, we focus on productivity.
• Teamwork - We are stronger and better together. We collaborate, trust and support each other to deliver results for our company and our customers. We don’t want anyone to feel disengaged, we’re in this together!

What’s the deal?

We will provide you with the tools, equipment and support to give you the best possible chance of success and over-achieving your goals. Salary will depend on your experience and will be highly competitive. All our packages include an annual bonus based on the Company’s performance, so we are all incentivised to over-achieve!

In addition to a friendly, flexible and fun working environment, we provide a range of other benefits, including vision benefits, subsidised gym membership, 20 days holiday allowance plus and additional day off for your birthday!

Located in the heart of the city in both Sydney and Canberra, our offices are a friendly, tight-knit environment that house our APAC Sales, Marketing, Technology, Customer and Corporate teams. This role has a hybrid setup with occasional work from the office required.

So, if we interest you, please let us know by applying for this position and tell us all about yourself.

Please note: we only consider applicants with current legal right to work in the countries in which our positions are based. All qualified applicants will receive consideration for employment regardless of colour, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.

To learn more about Smart Communications visit:

https://www.smartcommunications.com/