Manager, Customer Experience Improvement

Westpac Group; Sydney; Hybrid; AUD 140,000 - 170,000; Full time

Job summary

Westpac Group in Sydney, NSW, Australia is seeking a Manager, Customer Experience Improvement to lead design sprints and drive customer-focused improvements across multi-channel services.

You will collaborate with executive stakeholders, facilitate workshops, and translate insights into strategic improvements, balancing rapid delivery with maximum customer impact.

Qualifications

• Bachelor's degree in human centred design, related field or equivalent professional experience.
• Google Design Methodology experience to rapidly solve complex problems.
• Experience in complicated and/or complex multi-channel services, with some experience leading initiatives and/or small teams.

Responsibilities

• Lead high-profile design sprints with confidence and energy.
• Facilitate modern design practices and behaviours.
• Run rapid design sprints and workshops with executive stakeholders to understand current state and design target journeys.

Skills

Design sprint leadership

Stakeholder engagement

facilitation

Data-driven design

Collaborative

Google Design Methodology

Miro

Figma

Microsoft PowerPoint

M365

Consulting experience

Financial services experience

Education

Bachelor's degree in human centred design or related field

Tools

Miro

Figma

Microsoft PowerPoint

M365

Job description

Manager, Customer Experience Improvement

Sydney, NSW, Australia

Job Description

• Sydney location, hybrid working environment
• Lead high-profile design sprintswith confidence and energy
• Facilitate modern design practices and behaviours

What's the role?

As the Manager, Customer Experience Improvement, you will work closely with the Executive Manager to run design sprints that rapidly understand the current state experience, identify opportunities for change and design target state experiences. Responsible for identifying and working closely with key stakeholders across the Consumer Bank, designing and running workshops, developing concepts and testing with customers and Bankers, all which lead into the design of current and target state journeys.

The role works closely with executive stakeholders and runs rapid design sprints to balance critical delivery for the business, whilst ensuring maximum impact for our customers.

What do I need?

We are looking for an experienced Service Design professional who thrives in fast-paced, ambiguous environments and has a passion for solving complex customer problems. The ideal candidate will bring a strong Human-Centred Design background, experience leading rapid design sprints, and the ability to influence senior stakeholders across the business. You will be highly collaborative, data-driven, and confident facilitating workshops, developing innovative customer solutions, and translating insights into strategic improvements.

• Bachelor's degree in human centred design, related field or equivalent professional experience.
• A strategic or service design background with experience in fast design sprints. Experience in consulting firms is highly desirable.
• Google Design Methodology experience to rapidly solve complex problems.
• Experience in complicated and/or complex multi-channel services, with some experience leading initiatives and/or small teams. This can be working across projects in an agency/consultancy environment.
• Demonstrated ability to successfully operate, design and deliver in ambiguous environments.
• Ability to communicate effectively, focusing on influencing leadership and decision-makers.
• Data focused design mentality with the ability to brief qualitative and quantitative research methodologies and utilise tools like design thinking; Google Design Methodology; qualitative research; collaborative ideation; bespoke/blended methods where needed.
• Experience utilising collaboration, design, and communication tools such as Miro, Figma, Microsoft PowerPoint, and M365 would be highly regarded.
• Experience in strategic or service design consulting environments is highly regarded, with financial services experience highly desired but not essential

This is an opportunity to make a genuine difference in customers' lives by helping them develop the skills and confidence needed to thrive in an increasingly digital world. You'll play a key role in driving financial inclusion while working with both branch teams and local communities.

Benefits of the role include:

• The opportunity to positively impact customer confidence and financial wellbeing
• A varied role combining customer engagement, education and community outreach
• The chance to build strong community partnerships and networks
• Professional development in facilitation, training and digital capability
• A collaborative environment focused on inclusion and customer outcome

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