Lead Service Designer

Are you a hands-on Design Lead? Join the team that are crafting our Home Loan Application and Onboarding journey for our customers and staff.

As an accomplished Service or Experience designer, you are ready to apply your systems and process thinking and HCD skills in a fast moving and personally enriching environment. You are a design leader who is equally comfortable with your sleeves rolled up, doing the design work as you are working to build the skills and capabilities across a team of designers and stakeholders.

You will work collaboratively with your team of designers as well as product owners, business analysts, developers and a variety of other business representatives to design and create a seamless customer experience.

You will be responsible for understanding and mapping the current state of our various platforms including the workflows, tasks and the customer and staff needs. You have the ability to design and run customer interviews and stakeholder workshops, build customer journey maps, articulate pain points, opportunities and uncover insights. You will leverage co-design and demonstrate your own understanding of digital consumer behaviours/needs and emerging technologies to create an exceptional experience.

You will have experience coaching and uplifting HCD principles and practices both formally and informally and you’ll be comfortable taking a lead role in practical training and providing guidance on HCD ways of working. You will lead and mentor your team of designers to uplift their own skills as well as the skills within their teams.

You will have experience bringing the customer story to life through effective visual communication and stakeholder engagement. Your group facilitation, training and influencing skills, ability to use a wide range of Design software, tools and methodologies and visual design skills will ensure you are successful in this role and team.

In This Role, Your Key Responsibilities Will Be To

• lead and manage a team of designers to deliver a world class product experience
• design and conduct research to uncover customer needs and motivations
• collaborate with and coach a cross functional team of Product Owners, Business Analysts, Architects and Engineers and all other stakeholders
• design and facilitate workshops for brainstorming, ideation, synthesis and mapping
• apply systems thinking and analysis to complex problems
• be the custodian of the customer experience ensuring that work stays anchored in the customer problem and customer success metrics are always embedded in solution design.
• develop and manage the design pipeline of work to ensure that the highest priorities are anchored in the customer pain points
• deliver a world class approach to solving for the customer including partnering with the CPO to drive the strategy, tell the story and deliver design that draws from the best in the world
• demonstrate both an understanding of digital consumer behaviours/needs and emerging technologies and a passion to stay abreast if this ever-changing landscape.

What You Will Bring

• the ability to thrive in a collaborative team, bringing excellent communication and interpersonal skills
• a passionate design advocate, committed to best practice and sharing ideas and inspiration within the team and across the organisation
• a problem-solving mindset and a love for big challenges, coupled with the ability to tackle them using a collaborative workflow, with the client front of mind.

If this role offers the challenge you’re looking for, please apply using the link below or contact Lucy.Glover@macquarie.com

Banking and Financial Services Group (BFS) comprises our retail banking and financial services businesses, providing a diverse range of personal banking, wealth management and business banking products and services to retail customers, advisers, brokers and business clients. BFS operates predominantly in Australia and is organised into three business divisions: Personal Banking, Wealth Management and Business Banking.

Macquarie understands the importance of diversity and inclusion – our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you’re capable, motivated and can deliver, we want you on our team.

We facilitate a range of flexible working arrangements within our teams. Talk to us about what flexibility may be available.