Lead, Customer Experience Design & Rapid Sprints

Westpac; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Positive customer impact

Varied role combining engagement,教育 &?

Community partnerships

Professional development in faciliti?}

Job summary

Westpac in Sydney seeks a Manager, Customer Experience Improvement to lead rapid design sprints and shape the current and target state journeys across the Consumer Bank. You will collaborate with executives to design and test concepts, guiding multi-disciplinary teams through fast-paced workshops.

The role requires a strong Human-Centred Design background, proven sprint leadership, and the ability to influence senior stakeholders while delivering customer-centric improvements in a complex

Qualifications

• Bachelor's degree in human centred design or equivalent professional experience.
• Strategic or service design background with experience in fast design sprints; consulting experience desirable.
• Experience with Google Design Methodology to rapidly solve complex problems.
• Background in multi-channel services; leading initiatives or small teams in agency/consultancy environments.
• Ability to operate and deliver in ambiguous environments.

Responsibilities

• Lead rapid design sprints to understand current state experiences and identify opportunities for change.
• Design and run workshops with key stakeholders to develop concepts and test with customers and bankers.
• Translate insights into strategic improvements and target state journeys across the consumer bank.
• Influence senior stakeholders and balance delivery pressure with customer impact.
• Collaborate with branch teams and local communities to drive financial inclusion.

Skills

Human centred design

Rapid design sprints

Stakeholder management

Workshop facilitation

Data-driven design

Design thinking

Collaborative cross-functional

Education

Bachelor's degree in human centred design

Tools

Miro

Figma

Microsoft PowerPoint

M365

Job description

Westpac in Sydney seeks a Manager, Customer Experience Improvement to lead rapid design sprints and shape the current and target state journeys across the Consumer Bank. You will collaborate with executives to design and test concepts, guiding multi-disciplinary teams through fast-paced workshops.

The role requires a strong Human-Centred Design background, proven sprint leadership, and the ability to influence senior stakeholders while delivering customer-centric improvements in a complex