Senior Service Designer - Hybrid, Impactful Journeys

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

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