Who we are
Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.
Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally – Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.
The EH Way
At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.
1. We are Mission First – everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
2. We are Remote First – we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
3. We are AI First – we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
4. We are Apolitical – we do not take a position on political or social topics, unless it relates to our Mission
5. We Live by Our Values – we role model our values 100% of the time
6. We Expect High Performance – we set a high standard and we’re not satisfied with being average
This role
As a CX Designer within CX Operations, you will conduct comprehensive customer research and co-design future experiences that will elevate our customer experience globally. You will be an advocate for the customer, ensuring they are considered in decisions, and proving the ROI of being customer-centric.
Reporting to the CX Operations Manager as part of the central Business Operations team, you will help shape the engine that propels CX forward. Your key focus areas will be
Taking full ownership of your projects, advancing complex initiatives at pace while ensuring high-quality delivery.
Scoping, executing, and communicating major cross-functional design and research projects.
Collaborating with senior stakeholders and leaders across the organisation to solve complex topics and facilitate informed decision-making.
Responsibilities include
Conduct both quantitative and qualitative customer research to uncover user behaviours, needs, and pain points.
Analyse customer data to develop insights and translate them into actionable recommendations.
Develop key CX artefacts such as user flows, journey maps, and service blueprints to capture current state and design future state experiences.
Facilitate workshops with cross-functional stakeholders to identify pain points, gather requirements, and co-design future experiences.
Enable the rapid, phased delivery of solutions by ruthlessly prioritising what’s required to execute.
Collaborate and bring together cross-functional groups to generate insights, develop solutions, and coordinate delivery.
Communicate across multiple teams and organisational levels; sharing plans, updates, and clear narratives.
Who you are
To thrive at Employment Hero, you’ll need to embody The EH Way – operating with focus, agility, and an obsession with impact. You will also have experience in
Project management – Strong ability to scope and lead major, multi-stream programs of work.
Stakeholder Management – Tailor communications to any stakeholder and context.
Data Analysis – Ability to gather and surface complex data, to build and interpret models/forecasts that generate new insights, meaningful actions and recommendations.
Apply a structured approach to problem solving complex issues, and make connections on root causes of problems from a first principles approach.
Able to find innovative solutions to complex problems that exceed the businesses KPIs.
Understand what good looks like with experience executing in a fast-paced, results driven environment.
Have the innate ability to simplify complex topics without sacrificing necessary detail.
Have demonstrated experience delivering complex solutions with few or no comparisons in the organisation.
Have demonstrated experience creating quality deliverables at a rapid pace that is unachievable for most.
Strong understanding of CX functions and optimal process design based on customer experience and performance outcomes.
Proven track record of being executional with a high propensity to GSD (driving forward deliverables to closure)
A high agency team member with a strong sense of ownership over your work.
What we can offer
At Employment Hero, we don’t just talk about a better way to work — we live it. Joining Employment Hero means:
You will work remotely, with the flexibility to own your time and impact
You will access cutting-edge tools to amplify your work, knowledge and outputs
You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
You’ll also have access to a wide range of benefits, including:A generous home office budget, Reward and recognition programs, Learning and development programs, live classes and study support,Subsidised egg freezing and generous parental leave, Annual Global Gathering – with recent destinations including Thailand, Vietnam, Bali… and next up, Dubai in 2025
Are we a match?
Think we’re the right match for you? Fantastic — click ‘Apply’ and our Talent Team will be in touch.
At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https://employmenthero.com/legals/applicant-policy/
We celebrate diverse perspectives and experiences, and we warmly encourage people of all backgrounds and identities to apply.
