Finance

Service Designer

Archived
Full Time

ANZ

What’s your mission?

As a Service Designer you will contribute to the overall value stream mission which is to:
Build on the service design model for transactional banking with the aim to digitise manual processes and deliver a truly transformational experience that meets customers’ Jobs to Be Done (JTBD) and needs within operational and commercial constraints.

You’ll be responsible for:

  • Developing the end-to-end service experience for all customers in collaboration with the team
  • Mapping the interactions and designing the experience based on feasibility, desirability and viability constraints
  • Advising the Value Stream Lead and the Product Owner on critical interactions and requirements to ensure we deliver a consistent experience
  • Conducting customer research to inform the service experiences such as interviewing, co-creation and developing and testing prototypes

What will your day look like?
Your day-to-day responsibilities will include:

  • Facilitating the creation of service blueprints that capture customer journeys and map against supporting ANZx processes and systems
  • Conducting research to understand customers’ cash needs, JTBD and expectations with regards to cash services
  • Designing prototypes, pilots and Proof of Concepts (PoC) in partnership with the team and vendors and translating insights into refined services ready for scaled rollout
  • Engaging stakeholders and partner vendors about customer insights and service design requirements
  • Applying behavioural change interventions and marketing communication strategies to support pilot / rollout delivery

What will be in your toolkit?

  • Experience as a service design practitioner, including cross channel design, planning and conducting design research, facilitation, ideation, experience strategy and process design
  • Delivery experience and design have been implemented
  • Outstanding communication, presentation and negotiation skills
  • Demonstrated ability to partner and successfully work with multiple disciplines and complex teams and demonstrate the value of design
  • Outstanding project management skills and demonstrated ability to achieve the project brief requirements, within agreed budget and timeframes
  • Passionate about creating exceptional customer experiences
  • Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate
  • ​​​​​​​Strong problem solving skills and ability to understand and simplify complex design challenges
  • Ability to challenge yourself and the business on the value that will be delivered to customers
Location
Melbourne, VIC
Type
Full Time
Industry
Finance
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