Senior Service Designer

As a Senior Service Designer for Business Banking, you’ll be part of one of the biggest research and design teams in the southern hemisphere. Through application of a human-centred approach to explore complex problem spaces holistically, you’ll play a key role in shaping the design and delivery of an exciting transformation of our business banking services supporting our Corporate and Institutional Banking clients.

See yourself in our team

Whilst day to day you will be working closely with the Business Banking team, this role is based in the Strategic Design Centre of Excellence within the Retail Bank, reporting to the COE Lead. As part of this team you’ll be supported by experts in UX Design, UI Design, Research and Accessibility to design high quality end to end experiences that consider the needs of our clients and staff across channels and touchpoints.

What you will work on

This role will see you driving the discovery of complex problem spaces to design holistic solutions as we reimagine the CommBiz banking platform and services used by our complex business clients, including ASX listed companies. This exciting transformation has high visibility and is still in early stages. Your skills as a hybrid designer/researcher will contribute towards developing effective and cohesive experience design and strategy to guide teams delivering a range of products, features and end to end experiences that have a high level of complexity and are focused on meeting the needs of our clients and staff now and into the future.

 On any given week you will

• Conduct primary and secondary research (e.g. interviews and observational studies with clients, staff and stakeholders, literature & competitor reviews, data and survey insights) to understand the problem

• Synthesise findings using evidence-based techniques to (re)frame the problem and identify key opportunities for transformation and innovation

• Ideate future state experiences together with clients, staff, subject matter experts and stakeholders using creative methods and tools to push the boundaries on what is possible

• Design concepts (low and high fidelity) to iteratively test and learn with humans, including developing design hypotheses and evaluation plans

• Map detailed end-to-end client experiences involving multiple touchpoints, processes, people and technology to enable the business to make strategic decisions for service improvements

• Generate customer value propositions, service blueprints, journey maps, experimentation canvases and delivery roadmaps that are informed and validated through the research conducted

• Manage stakeholder expectations, bringing them along the journey, creating compelling buy-in, and presenting final outcomes with impact

What you will bring:

• Industry experience in Strategic UX and/or Service Design

• Natural curiosity to explore how things work and why people think and behave the way they do.

• Thoroughness in approaching problems systematically, zooming in and out for big picture and detail understanding.

• Deep empathy for the client, their users and staff, and relentless focus on keeping their needs at the core of every experience, from research to design concept.

• Ability to challenge assumptions and the status quo, through an inquisitive mind and out of the box thinking.

• Ability to balance customer and business goals within strict regulatory obligations.

• Eagerness to work closely with other disciplines to bring in diverse perspectives to problems and solutions.

• Excellent listening and collaboration skills, including the ability to communicate ideas across disciplines and bring project teams along the journey.

• Strong facilitation, presentation and storytelling skills to communicate progress and outcomes clearly and with impact (visual and verbal communication skills).

• Enthusiasm to explore new tools and techniques, and draw on mixed methods in design and research, particularly around UX, Service Design, Analytical and Design thinking

• Working knowledge of interaction design and usability principles.

• Ability to work within a self-directed culture and navigate ambiguity comfortably.