Customer Experience Design Lead - Hybrid

Regional Express (Rex); Sydney; Hybrid; AUD 120,000 - 170,000; Full time

Job summary

Westpac Group in Sydney is seeking a Manager, Customer Experience Improvement to lead rapid design sprints that map current and target journeys. You’ll work closely with the Executive Manager to identify opportunities and design customer-centric improvements across the Consumer Bank, running workshops, developing concepts and testing with customers and bankers.

The role requires a strong Human-Centred Design background, proven ability to influence senior stakeholders and to translate insights

Qualifications

• Bachelor’s degree in human centred design or equivalent.
• Strong background in service design and rapid design sprints.
• Experience in consulting firms is desirable.
• Proficient with Google Design Methodology.
• Experience with multi-channel services and leading initiatives.
• Able to operate in ambiguous environments and influence leaders.
• Skilled in qualitative and quantitative research methods.
• Familiar with collaboration and design tools like Miro, Figma, MS Office.

Responsibilities

• Lead rapid design sprints to understand current and target journeys.
• Design workshops, develop concepts and test with customers and bankers.
• Influence senior stakeholders to adopt customer-centric improvements.
• Collaborate across the Consumer Bank to balance delivery with impact.
• Translate insights into strategic improvements for customer outcomes.

Skills

Human-centred design

Design sprints

Stakeholder management

Communication

Qualitative/quantitative research

Design thinking

Financial services experience

Education

Bachelor’s degree in human centred design, related field or equivalent professional experience

Tools

Miro

Figma

Microsoft PowerPoint

M365

Job description

Westpac Group in Sydney is seeking a Manager, Customer Experience Improvement to lead rapid design sprints that map current and target journeys. You’ll work closely with the Executive Manager to identify opportunities and design customer-centric improvements across the Consumer Bank, running workshops, developing concepts and testing with customers and bankers.

The role requires a strong Human-Centred Design background, proven ability to influence senior stakeholders and to translate insights