Manager, Customer Experience Improvement

Westpac; Sydney; Hybride; AUD 120 000 - 160 000; Plein temps

Avantages offerts par ce poste

Positive customer impact

Varied role combining engagement,教育 &?

Community partnerships

Professional development in faciliti?}

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Human centred design

Rapid design sprints

Stakeholder management

Workshop facilitation

Data-driven design

Design thinking

Collaborative cross-functional

Formation

Bachelor's degree in human centred design

Outils

Miro

Figma

Microsoft PowerPoint

M365

Description du poste

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 theManager, Customer Experience Improvement,youwill 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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