Senior Service Designer

As a Senior Service Designer within Westpac’s Chief Transformation Office, you will play a critical role in delivering human-centred solutions that align with Westpac Group’s transformation goals. You will design end-to-end experiences, multi-channel experiences across discovery through to concept definition and delivery alignment – bringing clarity to complex, regulated problems and ensuring solutions improve both customer and staff experiences. You will work with cross-functional teams (product, technology, operations, risk/compliance and data) to define the service intent, blueprint the end-to-end service, and enable high-quality implementation handover.

You will work closely with senior leaders across strategy, product and delivery to shape and deliver high‑quality experiences. You will use clear storytelling, evidence and insight to influence decision‑making, manage expectations, and ensure experiences are brought to life as intended. You will partner with stakeholders and fellow designers throughout the end‑to‑end design process, from discovery through to delivery. This includes advocating for customer and employee needs through the effective use of Human‑Centred Design (HCD) methodologies and translating experience intent into outcomes that can be confidently delivered by cross‑functional teams.

Key responsibilities include:

• Influencing senior stakeholders across strategy, product and project teams using clear, evidence‑led narratives
• Managing stakeholder expectations and decision pathways to support effective implementation of experiences
• Conducting quantitative and qualitative research, synthesising insights into clear experience narratives
• Collaborating with designers and experts across the organisation to create service propositions, journey maps, service blueprints and low‑fidelity prototypes
• Designing, planning and facilitating workshops to drive alignment and tangible decisions
• Producing clear experience requirements and partnering with product, technology, operations, risk/compliance and data teams to enable delivery‑ready outcomes and effective handovers
• Attending key project forums such as stand‑ups and planning sessions to support continuous alignment
• Contributing to capability uplift across the design community through templates, patterns, coaching and pairing

• Ability to work in a complex environment with multi channels, legacy constraints, high change and ambiguity
• Strong stakeholder engagement with the ability to present and influence stakeholders
• Working knowledge of modern design and research tools (EG. Figma, UserTesting etc)
• Experience in Financial services or other highly regulated environments is highly desirable
• Any experience in supporting transformation programs involving platform / process consolidation and migration will be highly advantageous