Senior Strategic & Service Designer

About the Role

ANZ is undertaking a significant Enterprise Customer Contact (ECC) transformation spanning Australia Retail, Commercial, Institutional, Group Services and New Zealand. This transformation is redefining how customers and bankers interact with ANZ through voice, messaging, digital and AI-enabled experiences.

The Strategic and Service Design Lead plays a critical, hands-on role in enabling this transformation by shaping the experience of customers and bankers across the Enterprise Customer Contact program. This role is responsible for developing and executing an enterprise-wide experience led approach to ECC priorities, ensuring that solutions enable both exceptional customer experiences and effective banker performance.

The role blends strategic leadership with practical delivery, requiring strong stakeholder management, comfort operating in ambiguity, and the ability to balance immediate delivery pressures with a long-term customer experience and capability vision.Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type:  Permanent, Full Time
Role Location: Melbourne or Sydney

What will your day look like?

• Strategic Design Stewardship: Contribute to the overarching ECC customer experience vision, principles, and frameworks that align with enterprise strategy and transformation goals.
• Enterprise Cohesion: Ensure CX design in the stream/s you are accountable for align to enterprise design standards.
• Experience Innovation: Challenge current solutions and inspire the organisation to think beyond immediate needs—anticipating future customer and banker expectations.
• Stakeholder Partnership: Build strong, trusted relationships across Product, Technology, Operations, and Business divisions. Influence and negotiate with stakeholders, gather needs and inputs and build alignment amongst diverse groups.
• CX Communication: Contribute confidently to preparation and delivery of presentations, updates, and recommendations for senior executives and governance forums.
• Consultative Collaboration: Navigate competing priorities and tight delivery timelines in a way that creates alignment, clarity, and unity across teams. Bring a highly organised approach to planning and collaboration.
• CX Governance & Standards: Contribute to design quality measures, playbooks, and guardrails to ensure enterprise-wide consistency.
• CX Capability Building: Collaborate with CX designers across divisional squads and ensure that defined CX journeys are realised by execution teams.
• Value Realisation: Link CX outcomes in your stream/s to measurable business impacts such as NPS uplift, reduced effort, banker enablement, and operational efficiency.
• Service Prototyping: Build and test service blueprints and models to validate solutions before delivery

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Seasoned designer with exposure to large-scale transformations.
• A generalist design skill set, with the capability to collaborate closely with a cross functional design team.
• Exceptional stakeholder management skills:
  • Ability to adapt communication styles to different audiences and personalities.
  • Confidence to manage difficult conversations with empathy and professionalism.
  • Strong strategic framing capability so that stakeholders can quickly transition to a context or respond easily to asks
  • Experienced facilitator with large groups and senior stakeholders
• Demonstrated ability to thrive under tight deadlines, balancing delivery urgency with long-term CX vision.
• Use your experience in customer journey mapping, service blueprinting, design strategy, and human-centred design methods, combined with commercial and delivery acumen to produce artefacts that tell a story and provide outcomes not just design artefacts.