Senior Service Designer

• Design seamless, intelligent experiences that transform how NAB’s contact centre colleagues support our customers.

• Understand, define, develop, and create scalable and quality end-to-end services for customers and colleagues that contribute to NAB becoming a far more customer-centric, simpler and fast-paced organisation.

• Play a pivotal role in supporting our customers and colleagues end-to-end experience in interacting with NAB.

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In the role of Senior Service Designer, you will join the Contact Centre Design team that’s doubling down on customer obsession. 

Each day, you’ll go above and beyond to: 

• Analyse current state customer experience using research, market analysis and internal service metrics, identifying insights and opportunities for uplift.

• Envision future state experiences, including creating new processes for optimising experience and solving customer and business problems.

• Lead and own design projects end to end, including defining objectives, shaping project scope, and aligning with business goals.

• Identify and pursue relevant skill development opportunities, participate in training and learning sessions in design, and leverage new skills in project work.

• Define, lead, and collaborate on best practice research; including moderated and unmoderated qualitative testing, experience benchmarking and tracking, and innovative methods.

• Ensure experiences align with established design guidelines and principles to maintain a high standard of design quality, meeting customer and colleague needs, and deliver experiences that will meet business objectives.

• Apply the principles of inclusive design to create products and services that are accessible by everyone.

• Collaborate with stakeholders and cross functional teams to Identify pain points, gaps, and opportunities for improvement. Gather feedback and iterate to uplift experiences and processes.

We’re looking for the best and brightest to deliver the best for our customers. You’ll need:  

• Extensive experience working as Service Designer or CX designer.

• Demonstrated experience working in Agile, using agile tools and methods.

• Excellent working knowledge of the design process, experience design methodologies and principles.

• Excellent presentation and communication skills, influencing stakeholders to drive better customer and business outcomes.

• Experience creating and influencing senior leadership on strategic research frameworks and new ways of working.

• Strong ability to independently perform the essential capabilities required in this role.

• Proven experience using design processes and tools to digitise experiences.