• Lead the identification of customer needs and opportunities to drive innovation and responsible for ensuring an efficient customer experience is delivered through dynamic channels. • Develop user experience design strategy for the Auckland Libraries’ website applying 'design thinking' to address customer needs and to grow measurable engagement with Libraries.• Analyse and apply customer insights and relevant research. Participate in regular user research via staff and customer feedback workshops, interviews and user analytics data.• Contribute to business cases that identify business needs and opportunities, explore options and recommend cost effective solutions.• Initiate, integrated seamless fit for purpose solutions to meet the demands of a changing library service for the diverse needs of customers and communities.