Finance

Principal Service Designer

Full Time

Westpac Group

What’s the role?

We’re looking for a Principal Service Designer to help us reimagine complex customer and banker experiences across channels, platforms, and touchpoints. This is a unique opportunity to be at the heart of a high-impact initiative that will define how we serve millions of Australians.

This role will focus on uplifting our frontline Bankers’ and Operational Teams’ experience. This is a key program of work for Westpac, and forms part of the core objectives of UNITE, a multi-year high profile technology simplification initiative. It will require strong stakeholder management skills, with focus on testing both conceptual propositions and detailed interventions, in both end-to-end journeys and detailed service scenarios.

What do I need?

As a Principal Service Designer, you will be an experienced individual contributor that can think more strategically, in complexity, and have an ability to zoom in and out on across multiple streams of design work. You will also be adept at developing relationships and have experience engaging and managing senior leaders to understand, influence and shape the outcomes of a complex and critical portfolio of work. You will need to have a proven ability to articulate design intent and insights effectively, to prototype and create end-to-end customer journeys, frameworks and other artefacts as required to communicate key CX and EX concepts, balancing feasibility and viability on a number of fronts.

Other skills and experiences required include:

Demonstrated experience designing for multi-channel services, including frontstage physical, digital and call centre channels, as well as backstage process and employee experience.
Experience working across large scale transformation portfolios.
Deep practical experience in customer research, service prototyping and testing.
Hands on, strong experience in the Human Centred Design (HCD) processes and applied methods, within agile and waterfall environments, including strong storytelling, workshop and facilitation skills.

Why join us?

We’re obsessed with becoming our customers’ #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
Tailored learning and development opportunities to help your grow your career within the bank.
Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.

Location

Sydney NSW, Australia

Type

Full Time

Industry

Finance

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