Senior Service Designer

About The Role

An exciting opportunity to join BOQ Group (which includes Bank of Queensland, ME Bank and Virgin Money Australia) has arrived! As a Senior Service Designer you will be joining BOQ Group during our transformation journey to be the digital bank of the future. This permanent role will enable you to add significant value to our organisation by designing services across all three brands for our customers and employees, allowing you to make a difference whilst acting with integrity and empathy. With exciting projects currently underway, you will be a key contributor to unique business development and change across BOQ Group.

You will join a high performing multi-disciplinary team, getting the rare opportunity to be involved end to end from strategy and business case through to delivery to market. You will be responsible for providing recommendations to senior stakeholders and influencing decisions around new products and services. You will do this by researching, defining, designing and developing current and future state customer experiences. You will be able to bring these to life using storyboards, process flows, service blueprints and customer journey maps. In these artefacts you will articulate pain points and opportunities, uncovering insights that can be mapped back to business value.

This includes mentoring junior service designers and UX designers through customer research, journey mapping, research synthesis and insight presentation activities. You will also give structure to junior team members with projects, defining the process and being the one who is held accountable, ensuring deliverables are on track and up to scratch to hit targets on time with top quality work.

This is a challenging and exciting role that allows you to take the next step in your career, using your experience and understanding of methodologies in a teachable way. You will be able to work on design challenges such as improving our everyday banking apps, improving call centre experiences, informing customer strategy, products/proposition design, marketing activity and user experiences.

At BOQ Group, we are committed to providing you a range of technical development opportunities and a variety of training to assist in your career development, enabling you to be well equipped for the job at hand.

About You

As a collaborative, outcome and people focussed service designer, you will have mentorship experience, coaching at least 1 junior team member. You put patience and respect at the forefront of your leadership skills, supported by an ability to develop effective working relationships across an organisation.

Furthermore, you will have experience in the delivery phase of large digital service design projects from strategy through to market launch – collaborating with UX/UI designers and product managers/owners. You will also have extensive experience in planning, conducting, analysing and making recommendations to lead improvements to existing and future-state experiences. Having experience in using service design tools and methods such as storyboards, process flows, service blueprints and customer journey maps, you will have a proven track record of applying insights, CX and HCD principles, to deliver initiatives that generate customer and business value.

About Us

BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ’s Inclusion vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

In 2021 BOQ Group was awarded a Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality citation.