Senior CX & Service Designer

As a CX/Service Designer, your primary focus will involve crafting end-to-end journey and service experiences that meet or exceed the needs of both customers and teams across various touchpoints.

You will work on transformational, multi-stakeholder, and multi-channel strategic design projects, utilizing your comprehensive whole-system design-thinking experience to drive significant changes in people, processes, technology, and infrastructure. The CX/Service Designer considers both customer and employee experience and employs customer-led design to solve complex issues while maintaining a holistic approach to modifying or reshaping backend systems, processes, and infrastructure to facilitate the seamless delivery of services to customers and users.

This role will drive customer experience and service design activities, including the delivery and implementation of design decisions. These activities will provide crucial input to complex, strategic, and transformational initiatives using human-centered design (HCD) methodologies, in collaboration with Lean thinkers within the Westpac Chapters, ensuring the implementation of Westpac standards.

Key Role Requirements: 

• Identify design gaps through Quantitative and Qualitative research, leading to synthesis of insights.
• Provide inputs to future state vision and strategy, ensuring designs align with the vision, strategy, expected business outcomes and established CX principles.
• Utilise CX/Service Design and HCD methodologies to strike a balance between user expectations and business objectives.
• Translate key findings into visual artefacts and actionable insights in a concise and human-centred way, offering business recommendations for changes to people (team), processes, and technology to enhance the infrastructure supporting service delivery.
• Plan, lead and facilitate design and co-creation workshops, and conduct user research. Generate tangible insights, designs, prototypes and tests compelling concepts, services, and solutions to deliver extraordinary service experiences.
• Act as a strategic advisor, providing guidance for business decisions based on best practice Human Centred Design principles and findings to consistently address customer needs and vision.
• Develop Customer Journey Maps, Service Blueprints, sketches, story boards, wireframes, information architecture, prototypes, and end-to-end experience testing, encompassing planning, preparation, facilitation (face to face and virtual) and results presentation.

What’s in it for me? 

You’ll play a significant part of the future of a business that has been around for 200 years. Our purpose is creating better futures together. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grown, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

What do I need? 

• 5+ years’ experience in driving excellence in service design and customer experience or an equivalent discipline.
• Demonstrated work in the Human Centered Design (HCD) process and applied methods, especially within a collaborative agile environment in Innovation or technology.
• Ability to design within constraints, understanding and working within given constraints (such as technology, policy, regulatory, financial, and legal constraints).
• Quick understanding and synthesis of information (including both quantitative and qualitative data, internal reporting, and desktop research) to provide considered recommendations for goal achievement.
• Proven talent applying CX/UX/Service design tools, such as Customer Journey Mapping, Service Blueprinting, Empathy/Affinity Mapping, Persona Creation, Design research, data analysis and synthesis, prototyping, and user testing.
• Experience with various design and online collaboration tools such as Miro, Mural, Figma, InVision, Sketch etc.
• Excellent communication skills for engaging various audience groups and managing stakeholders at all organisational levels and external agencies, effectively and clearly setting, and managing their expectations.
• Proven experience in transformational projects and delivering service model transformations in large-scale enterprises.
• Involvement in developing and executing medium-large scale customer experience strategies and/or in the design and launch of new products/services.
• Confidence in dealing with complexity and ambiguity.