Senior Service Designer — Lead Multi-Channel Experiences

Westpac; Sydney; Hybrid; AUD 130,000 - 180,000; Full time

Benefits offered by this job

Special banking product offers / top-s

Flexible work arrangements

Leave options: Culture, Lifestyle and

Learning and development opportunities

Community volunteering initiatives

Job summary

Westpac is seeking a Senior Service Designer to shape end-to-end customer and banker experiences across multiple channels, delivering simple and meaningful outcomes.

You will bridge strategy and delivery, translating long-term thinking into practical, customer-led initiatives, working across Business, Technology, Analytics and Design, using Human-Centred Design to create simple, inclusive and compliant experiences for both customers and the business.

Qualifications

• 5+ years’ experience in Service Design, Strategic Design or Experience Design
• 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’ financial services experience
• Relevant degree or equivalent professional experience

Responsibilities

• Lead design projects with confidence and energy across channels.
• Bridge strategy and delivery, translating long-term thinking into practical, customer-led initiatives.
• 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

Human-Centred Design

Design thinking

Stakeholder management

Communication

Influencing skills

Research (qual/quant)

Education

Relevant degree

Job description

Westpac is seeking a Senior Service Designer to shape end-to-end customer and banker experiences across multiple channels, delivering simple and meaningful outcomes.

You will bridge strategy and delivery, translating long-term thinking into practical, customer-led initiatives, working across Business, Technology, Analytics and Design, using Human-Centred Design to create simple, inclusive and compliant experiences for both customers and the business.