Senior Service Designer

Westpac Group; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

Westpac Group in Sydney is seeking a Senior Service Designer to shape end-to-end customer and banker experiences across multiple channels, creating simple and meaningful experiences that deliver better outcomes. You'll bridge strategy and delivery, translating long-term thinking into practical, customer-led initiatives.

Working across Business, Technology, Analytics and Design, you'll use Human-Centred Design to create simple, inclusive and compliant experiences that deliver value for both

Qualifications

• 5+ years of experience in Service Design or Experience Design across complex, multi-channel services.
• Strong Human-Centred Design and design-thinking capability.
• Experience leading initiatives or multidisciplinary teams.
• Ability to work effectively in complex and ambiguous environments.
• Strong stakeholder management, communication and influencing skills.
• Experience conducting qualitative and quantitative research to inform design.
• 5+ years of financial services experience.
• Relevant degree or equivalent professional experience.

Responsibilities

• Lead end-to-end service design across complex, multi-channel journeys.
• Partner with senior stakeholders, customers and SMEs to identify opportunities and influence priorities.
• Translate strategy and customer insights into actionable roadmaps and initiatives.
• Lead multidisciplinary teams and champion Human-Centred Design practices.
• Identify and address customer pain points using research, insights and data.
• Contribute to Service Design frameworks, tools and best practice.

Skills

Service Design

Human-Centred Design

Stakeholder management

Leading multidisciplinary teams

Research methods (qualitative &quantit

Education

Relevant degree or equivalent professional experience

Job description

Job Description

• Lead design projects with confidence and energy
• Facilitate modern design practices and behaviours
• Combination of office and flexible working

What’s the role?

As a Senior Service Designer, you'll help shape end-to-end customer and banker experiences across multiple channels, creating simple and meaningful experiences that deliver better outcomes.

You'll bridge strategy and delivery, translating long-term thinking into practical, customer-led initiatives. Working across Business, Technology, Analytics and Design, you'll use Human-Centred Design to create simple, inclusive and compliant experiences that deliver value for both customers and the business.

You'll:

• Lead end-to-end service design across complex, multi-channel journeys.
• Partner with senior stakeholders, customers and SMEs to identify opportunities and influence priorities.
• Translate strategy and customer insights into actionable roadmaps and initiatives.
• Lead multidisciplinary teams and champion Human-Centred Design practices.
• Identify and address customer pain points using research, insights and data.
• Contribute to Service Design frameworks, tools and best practice.

What do I need?

• 5+ years' experience in Service Design, Strategic Design or Experience Design, ideally across complex, multi-channel services.
• Strong Human-Centred Design and design-thinking capability.
• Experience leading initiatives or multidisciplinary teams.
• Ability to work effectively in complex and ambiguous environments.
• Strong stakeholder management, communication and influencing skills.
• Experience conducting using qualitative and quantitative research to inform design.
• 5+ years' financial services experience.
• Relevant degree or equivalent professional experience.

Why join us?

We're obsessed with becoming our customers #1 banking partner for life and we're looking for people who are passionate about helping us achieve that goal. In return we're committed to making Westpac the best place to work in the country. Here are just a few of the ways we're already doing that:

• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
• Tailored learning and development opportunities to help you grow your career within the bank.
• Lots of opportunities to give back to the Community by getting involved in our many volunteering initiatives

We're all about creating a supportive and inclusive community. We welcome everyone no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page , under the Diversity, sustainability and flexibility section.

- Hybrid