Job Description

We are one connected team in pursuit of one inspiring purpose – to unite people and technology to power better experiences. Each of us has a part to play in making that happen. You'll be encouraged to bring your big ideas forward and make a difference through your work. Taking steps forward in your career whilst still having room for fun, friendships, and flexibility in your daily life.

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We're driven by our core values: lead with heart, learn for tomorrow and live our legacy. A purpose like ours takes the inspired impact of an incredible team. Ready to change the game? We're ready to help you do it.

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The Purpose

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The Product Design Lead sets the vision and direction for design at AP+, shaping how we create trusted, secure and high-quality experiences across payments, identity and fraud.

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This role leads design strategy, capability, governance and capacity planning across product and service design. It ensures AP+ has the standards, methods, operating model and talent needed to deliver coherent outcomes for members, stakeholders and the broader payments ecosystem.

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Working across AP+, industry partners and the wider ecosystem, the role turns customer, member and system-level insights into clear product, service and business direction. It balances usability, trust, security and long-term value, helping shape the future of trusted digital experiences in support of AP+'s role as critical national infrastructure.

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Key Responsibilities The Role Owns

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Lead the AP+ Product & Service Design functions, accountable for strategy, capability, governance, capacity and design quality. As part of this:

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- Define and evolve AP+'s design vision, strategy and operating model.
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- Establish and govern design standards, frameworks and ways of working.
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- Build and lead a high-performing multidisciplinary Product & Service Design team, including capability, workforce planning and recruitment.
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- Set the direction for research, insight and experience design to enable evidence-based decisions.
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- Lead Service Design to improve end-to-end customer, member and operational experiences.
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- Oversee the design of complex products and services, embedding usability, accessibility, trust, security and brand.
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- Influence executives, members and stakeholders to shape product, service and ecosystem outcomes.
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- Prioritise and allocate design capability across the portfolio to balance strategic and delivery needs.
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- Provide strategic advice on design-related opportunities, risks and trade-offs.
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- Champion human-centred design and build organisational design capability through leadership, coaching and advocacy.
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- Continuously improve the Design function, driving capability, maturity and delivery excellence.
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You'll likely be a strong fit for this role if:

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Qualifications

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- Tertiary qualification in Design, Human-Centred Design, UX, Product Design, Business, Technology or a related discipline.
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- Relevant professional certification or equivalent experience in Human-Centred Design, Service Design, Product Management or Agile delivery.
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Experience

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- Extensive experience leading multidisciplinary design teams in complex, regulated or ecosystem environments.
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- Proven success defining design strategy, building organisational capability, establishing governance and operating models, and influencing executive decision‐making.
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Knowledge

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- Deep expertise in human-centred design, service design, product design, user research, accessibility and design governance.
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- Solid understanding of systems thinking and designing end‐to‐end customer and service experiences.
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- Strong knowledge of design operating models, capability development and workforce planning.
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- Sound understanding of product management, Agile delivery and digital technology environments, ideally across payments, identity, fraud or other regulated industries.
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What Happens Next

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At AP+, we believe in the power of passion, pride, and purpose.- Our team is driven by a shared mission to make a difference in the world of payments, and we're proud to work together towards this common goal.

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Key Responsibilities

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Key Strengths

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- Product Management
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Why Australian Payments Plus is partnering with Hatch on this role.

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Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

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AP+ are not partnering with Recruitment agencies for this role.

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A Final Note: This is a role with Australian Payments Plus not with Hatch.

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📌 Product Design Lead @ Australian Payments Plus (New South Wales)
🏢 Hatch
📍 New South Wales