Senior Service Designer

As a Service Designer in Emerging Technology team, you will lead service design activities across a range of innovative projects, within the bank – achieving visionary, relevant and impactful outcomes.

See yourself in our team

The Emerging Technology team exists to accelerate the Commonwealth Bank Groups adoption of new and emerging technologies. The team delivers on its mission by executing a portfolio of innovation initiatives, which are focused on either building, experimenting or investing in new or emerging technology capabilities. The team also conducts a range of strategic technology initiatives, in addition to managing the Groups open innovation program, “Unleashing Innovation”.

This role reports to an Emerging Technology Design Lead

Your skills and experience

In this role you will uncover salient and latent needs that drive desirable and differentiated value across the entire customer journey.

• Lead all service design activities and responsible for deliverables throughout the project – planning, shaping, driving, designing and collaborating with clients, stakeholders and the wider project team.
• Uncover user needs through a range of research techniques, develop relevant and actionable insights, generate concepts, and craft how people will interact with the products and services we design.
• Collaborate with our user research and business design teams to understand user and business needs, identify design opportunities, and create meaningful service experiences.
• Process and analyse a variety of structured and unstructured information to map complex journeys and processes – giving context to customer needs, touchpoints and pain points.
• Lead the development of service concepts, blueprints and other service design artefacts.
• Scope, plan and conduct concept testing sessions – uncovering insights that shape and guide design decisions.
• Effectively communicate and guide design concept presentations – explaining, discussing and justifying design decisions.
• Work with business and technical stakeholders to scope enablers; using mixed methods and approaches; to bring integrated value to our clients.
• Establish, manage, and build client relationships.
• Actively participate in new business development efforts by providing expert information in pitch efforts and client meetings.
• Assess performance and provide career guidance for those in your project and line management team.
• Lead and give feedback in interviews for prospective candidates.
• Be an ambassador and champion for design at CBA, building culture, attending and planning studio and community events, workshops, and conferences.