Job Description

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Head of Experience Design (UX)

Advertiser: The Sufferfest Pte LtdMore jobs from this company

Job Information

Job Listing Date
29 Nov 2018
Work Type
Full Time
Design & Architecture, Web & Interaction Design

Head of Experience Design, The Sufferfest

The Sufferfest, one of the world’s leading fitness and training apps for cyclists and triathletes, is looking for a Head of Customer Experience to join our Hobart, Tasmania office. Responsible for the design of all customer-facing touchpoints and process, including our app and website, you’ll bring our mission of “helping people feel proud of themselves” to life for tens of thousands of ‘Sufferlandrians’ around the world.

As a key member of our team, you will:

  • Above all, ensure our customer experience is easy, useful and enjoyable for our users.

  • Work across all our customer facing channels (e.g., website, app, support centre, communications) and ensure seamless, frictionless experiences that help customers get things done.

  • Support the launch of new products and services, developing the UX vision and executing designs that will delight and impress our users.

  • Review and optimise all of our existing customer processes and interfaces for everything from our website to our app to our customer service centre.

  • Our company culture is highly customer-focused. You’ll make it even more so by advocating for our users at every opportunity.

We’re a small, global team with big ideas and a rapidly growing business. Reporting directly to the CEO, this role is critical to our continued success. To that end, you’ll find success with us if you:

  • Have a wide and deep range of Design Thinking and UX skills including research, wireframing, prototyping, graphic design, writing, usability, process and interface design and information architecture.

  • Have experience running live tests with users to improve customer experiences.

  • Have a good understanding of qualitative and quantitative market research methods.

  • Have been doing this for many years. You should be able to demonstrate a strong track record of designing and improving user experiences in a way that drives both business and customer success.

  • Are comfortable managing complex projects and working virtually with global teams.

  • Can work across many channels, from apps to websites to service processes and physical buildings/locations.

  • Are obsessed with improving customer experiences and are as curious about effective physical store design as you are about online workflows. You’re the kind of person who is thinking about how to improve the signage as you walk through an airport.

  • It’s great if you’re a cyclist or triathlete, but it’s not necessary.

The Sufferfest is an online business that makes cyclists and triathletes faster, stronger and tougher. You can see more at our website (a site you'll get busy improving once you join us).

This is a creative, influential and important role for a talented, effective and curious UX professional. Sound like you? Then get in touch.

Please send the following to David McQuillen, CEO of The Sufferfest at

  • Your CV.

  • A cover letter introducing yourself, your experience, your UX philosophy and any initial questions you have about the role.

  • At least three examples of projects you’ve been involved in or led, explaining the UX challenge, how it was solved and your specific role in the project.


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