Senior Service Designer

As a Senior Service Designer you will be a thought leader is how to design and deliver customer and employee centred micro digital services. You will be responsible for working with others in designing new and improving existing processes, re-engineering and providing design expertise across the group to accelerate end-to-end process automation. You will be partnering with Lines of Business and Group Operations to re-imagine end-to-end customer and employee experiences uncover, and prioritise opportunities using Human Centred Design.

You will play an active role in the design community of practice and will be a custodian of standards and best practices for design, simplification and automation. You’ll be a thought leader and SME in digital and simplification design approaches, tools, and methodologies best practices. Be one of the design experts for digital and outcome simplification designing, optimising and scaling initiatives against a set of digital and automation outcomes improving the end-user experience, business targets and customer outcomes. This opportunity is flexible and open for remote working anywhere within Australia.

Key responsibilities:

• Thought leadership for designing and implementing customer and employee centred digital opportunities in a consistent manner that can be scaled
• Setting the design standard and driving adoption of a human centred process mindset
• Contribute to running the Design Authority, facilitating major design decisions across LOBs, Tech and Ops
• Be a strong leader in contributing to Define/ set up Human Centred Design, design standards, methodologies, guardrails, and QA framework/ op model
• Be a strong contributor to the team’s role as the Design guardian, for maturing and integrating different design disciplines (Human Centred Design, Lean Six Sigma and Business Architecture)

What’s in it for you?

You will build your profile internally with senior stakeholders and be part of the future of a business that has been around for 200 years. You’ll be working for an organisation that supports development, internal career moves and flexible working. Along with a competitive salary, you’ll receive Westpac’s generous benefits and a whole array of customer discounts.

What do I need?

• Desirable 5 years minimum experience in Service Design (SD) / Human Centred Design(HCD) / User Experience (UX), Customer Experience (CX) /Digital Design / Innovation / Emerging Technologies / Lean Six Sigma process design through various (above mentioned & other emerging) methodologies & technologies
• Experience in similar sized large complex multi-faceted design team/s programs in a large corporation
• Degree and / or Certification in Design / Customer/ Human Centred Design/ UX / CX methodologies
• Knowledge of banking industry preferred
• In-depth knowledge in HCD, design and change management execution methodologies, standards, and tools.
• Experience preparing Customer Journeys, Service Design Blueprints / Process mapping
• An interest in new digitisation and automation (AI/ML/RDA/RPA) technologies and working collaboratively alongside Lean and design Practitioners
• Stakeholder management and collaborate leadership
• Comfortable managing complex, open-ended design challenges and being a problem solver to lead teams to resolution