Senior Service Designer

Business & Team:
The Technology division delivers the group’s information technology and banking operation functions to ensure the highest levels of customer service through world-class process excellence and technology innovation. Group Security protects the bank and our customers from theft, loss, and risk events through effective and proactive management of cyber security, privacy and operational risk.

At CommBank we believe in working somewhere that works for you. We have many flexible working options available so talk to us about which arrangements could work best for you.

Impact & Contribution:

Leads the application of service design methods and design thinking to understand end-to-end user experiences encompassing processes, technology and people; to reimagine and design future state experiences with positive impacts to users and business strategy.

Roles & Responsibilities:

• Contribute to the improvement of end-to-end user experiences encompassing processes, technology and people across IAT
• Uplift engagement, education, and support processes and channels to enable control understanding, control completeness, drive remediation activities and actionable insights.
• Measure and evaluate user experience and engagement to support prioritised continuous improvement of IAT services.
• Craft digital, education and content plans to support IAT customer journeys, support services and control adoption.
• Identify customer needs, obtain customer feedback (e.g. through user testing) and enhance support services for our business and technology customers to support IAT control adoption.
• Utilise AI and automation to enhance existing processes and support for our customers.

Advocate for users and human centred design across capability uplift and BAU uplift initiatives and supporting/coaching the wider IAT domain to drive a user behaviour led

Essential Skills:

• Bilingual English fluency: written and verbal
• UX design experience in a technical environment (across both online and offline user experiences)
• Have designed and implemented strategies relating to education, content, digital channel support and/or quantitative measurement of engagement
• Experience in the optimisation of internal comms/support channels, ideally within large organisations
• Have experience in human centred design
• Strategic thinking
• Confidence working in a consulting capacity with technical teams.

Education Qualification:
Bachelor’s degree or master’s degree in engineering in Computer Science/Information Technology