Senior Service Designer

Strategic Designer/ Senior Service Designer

• You’re a curious and collaborative, strategic designer with an action bias and a passion for facilitating experiences that are innovative, useful and make customers lives easier.
• Our team champions customer-led experiences across the delivery lifecycle. Using creativity and human centred design principles, we help drive Bankwest’s ambition to become Australia’s favourite digital bank.

Who we are 

The Digital Content & Experience team at Bankwest is a collaborative, multi-disciplinary team encompassing CX strategy, design, content, accessibility and website. We help turn strategy into reality through the design of customer-led experiences that bring our brand proposition to life through our app and website.

The DC&E team sits within the Customer & Marketing Communications Centre of Excellence and works in close collaboration with the delivery crews, product, marketing, risk, technology, operations and other specialist teams across the bank, as well as agency partners.

CX strategy at Bankwest

The CX strategy team is responsible for facilitating strategic design and influencing customer experience-led outcomes at Bankwest. Human centred design is at the core of what we do, helping to connect business strategy, brand strategy and delivery by applying customer-led design principles that support teams to prioritise opportunities.

As a small team, we heavily collaborate with the wider Experience Design & Content team, Marketing and the Customer Strategy team to influence outcomes from problem to strategic concept through to delivery, ensuring that we’re focussing our energy on things that really matter to our customers.

The opportunity

We are looking for a Strategic Designer/Senior Service Designer to partner with the Senior Manager CX Strategy & Integration. Your role will include understanding, influencing and supporting the design of innovative experiences for customers that support our digital transformation. We take an assumption-led approach and holistic end-to-end perspective to support strategic thinking and decision making to maximise both customer and business value.

We are looking for someone with a digital product strategy, innovation and/or design background, which might mean you have worked as a Digital Strategist, UX Researcher, UX Designer, Strategic Designer, Innovation Lead or Service Designer in the past. You’ll know how to pull together a compelling story, using customer insights and design whilst also having the ability to thinking big picture and connect recommendations to business outcomes.

Key responsibilities

• Create and collaborate on strategic narratives, frameworks and business cases to drive decision-making.
• Take ownership for driving and delivering strategic outcomes at various stages of the project life cycle.
• Confidently plan & facilitate workshops, including ideation of future state experiences together with customers, stakeholders and SMEs using creative methods and tools to push the boundaries on what is possible.
• Design research plans including objectives, hypotheses and methodologies and effectively communicate that plan to the wider team and business.
• Plan and facilitate concept and user testing – script writing, recruitment and execution.
• Synthesise research outputs into actionable insights with a clear story and sensible next actions.
• Map end-to-end customer journeys and experiences involving multiple touch-points, processes and technology to enable the business to make strategic decisions.
• Champion a pragmatic human centred design approach, build capability and create resources that can be used throughout the bank.
• Form strong relationships with stakeholders and our wider team to influence outcomes and ensure connection between strategy & execution.