Senior Service Designer

As a ‘hands on’ senior service designer, you want to apply your systems and process analysis and human centred design skills in a fast moving and personally enriching environment so you can grow professionally and make a real difference to people.

So why not join our passionate team in the Banking and Financial Services Group. We are focused on improving loyalty and advocacy through consistently great customer experiences. We get to lead the customer and employee experience conversation at all levels, continuously improve the customer understanding for our business partners, define and enable great end-to-end experiences, build organisational capability and engage the hearts and minds of our people to embrace the customer.

You will work closely with product owners, business analysts, developers and business representatives. You will be contributing to sprint plans, leading ethnographic research, facilitating synthesis sessions, mapping customer journeys, designing solutions and iterating solution design through customer testing. You will 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.

You will work with the business to understand the current state of our various platforms including the workflows, tasks and the customer needs. You will map the customer journey, articulate pain points and opportunities and have the ability to design and run customer interviews to uncover insights. You will design and co-facilitate workshops for effective use of stakeholder time and demonstrate an understanding of digital consumer behaviours/needs and emerging technologies.

To be successful you will have experience working in an Agile environment across interdependent platform builds where trade-offs between the customer and the business are guaranteed. Experience working with design and technical constraints and being able to think creatively and laterally to design appropriate solutions that push the boundaries but are still feasible.

You will have experience coaching and uplifting HCD principles and practices both formally and informally with business stakeholders and you are comfortable taking a lead role in practical training and providing guidance on HCD ways of working.

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 CX software, tools and methodologies and visual design skills will ensure you are successful in this role and team.

If this role offers the challenge you’re looking for, please apply using the link below.

About Banking And Financial Services

Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients.

Our commitment to Diversity and Inclusion

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 recognise that flexibility comes in a variety of forms. Talk to us about what flexibility you need.

About Macquarie

The best investment you can make is in yourself.

Whether you’re looking to take on a new project; progress within your division; explore an opportunity in a different team; or relocate globally – we let our people decide which direction they want to take.

At Macquarie we uncover the opportunities others may miss. Our culture promotes innovation, balanced with robust risk management, to realise opportunity for our clients, community, shareholders and our people.
Macquarie is a diversified global financial group providing clients with asset management, banking, advisory and risk and capital solutions across debt, equity and commodities. Headquartered in Sydney and with offices in 31 markets, it is the breadth of our operations, combined with a strong capital position and risk management framework, that has contributed to our 51-year record of unbroken profitability.
Find out more at www.macquarie.com/careers

Job no: BFS-953220
Work type: Agency Worker
Location: Sydney
Category: Mid-senior, Technology
Group: Banking and Financial Services
Division: People, Culture & Client Exp
Recruiter: Chloe Lee
Opening Date: 25/5/2020