Senior CX & Service Designer

Job Description

• Lead projects with confidence and energy
• Facilitate modern design practices and behaviours
• Combination of office and flexible working

The team

We are a team of holistic Strategic and Service Designers (15+) who want to make things better for our customers, our staff, and the planet. We are embedded in the Digital team which allows us to lead with digital and drive a unichannel experience.

Design is more than just looking good. It’s about the thoughtful navigation of complex challenges and problems By applying the lens of convergent technologies, social and business needs, our mission is to create experiences for people from all walks of life that are inspirational in their usefulness, social and environmental responsibility, while supporting Westpac’s strategic goals.

The Role

You will be leading design projects and hands-on creating outputs. This would include scoping projects, delivering great work and shaping presentations. You will thrive when you can interview users, synthesis outputs and create meaningful outputs.

You will be responsible for both discovery and early ideation activities across the Human Centred Design process before creating warm handovers to digital product design teams.

Responsibilities

• The role responsibilities include but are not limited to:
• Produces high-quality outputs that are empathetic, robust and compelling.
• Lead research and discovery activities, including shaping ‘how might we statements’, market scanning and competitor landscapes, future trends, workshop facilitation, qualitative and quantitative interviews.
• Responsible for end-to-end testing: planning, preparation, facilitation and results presentation
• Develop and deliver end-to-end Customer Journeys, Concepts, Prototypes, Service Blueprints and Customer Value Proposition Canvases
• Plan and facilitate workshops that are purposeful, engaging and deliver outcomes
• Be able to manage senior stakeholders and articulate both customer insights and the intent of an experience effectively
• Pair with other designers

About you

We are looking for a talented person who demonstrates:

• Experience in driving excellence in customer research and human-centred design, or related fields
• Practicel experience in the human-centred process and applied research methods
• Experience in consulting, agency and financial services
• Practical experience in designing, conducting, and guiding customer research activities, from focus groups to one-on-one interviews, ethnographic research, and behavioural analysis
• Experience and advocacy of new digital tools, e.g. Figjam, Miro, Dovetail, Maze, etc.
• Persuasive communication skills aided by digital tools
• Ability to manage stakeholders at all levels of the organisation and external agencies, managing their expectations effectively and clearly