Service Designer

Talent International; Sydney; On-site; AUD 100,000 - 140,000; Full time

Job summary

Talent International is partnering with a Big 4 Australian bank undergoing a significant transformation in its Business Banking offering. As a Service Designer, you’ll take an end-to-end view of the Business Banking experience, working closely with customers, business stakeholders, product, technology and design teams to rethink journeys and service delivery.

You’ll lead discovery, map current- and future-state journeys, identify pain points and turn customer insights into practical improvements

Qualifications

• Strong experience in Service Design, ideally within a large or complex organisation.
• Experience with customer journey mapping, service blueprints and end-to-end service design.
• Strong research and discovery capability.
• Experience facilitating workshops and co-design sessions.
• Ability to map current-state and future-state experiences.
• Strong stakeholder engagement and communication skills.
• Banking, financial services or regulated industry experience highly regarded.
• Ability to work across business, product, design and technology teams.

Responsibilities

• Take an end-to-end view of the Business Banking experience and map current and future-state journeys.
• Lead discovery, map journeys, identify pain points and turn customer insights into improvements.
• Collaborate with customers, business stakeholders, product, technology and design teams.
• Facilitate workshops and co-design sessions with cross-functional teams.

Skills

Service Design

Customer journey mapping

Service blueprints

Research & discovery

Workshop facilitation

Stakeholder engagement

Job description

Join a Big 4 Australian bank undergoing significant transformation, with a major uplift underway across its Business Banking offering. This is an opportunity to help rethink and improve how business customers experience banking services, working across complex customer journeys, processes, digital touchpoints and internal operations.
As a Service Designer, you’ll take an end-to-end view of the Business Banking experience, working closely with customers, business stakeholders, product, technology and design teams. You’ll lead discovery, map current and future-state journeys, identify pain points and turn customer insights into practical service improvements.

What they’re looking for

• Strong experience in Service Design, ideally within a large or complex organisation
• Experience with customer journey mapping, service blueprints and end-to-end service design
• Strong research and discovery capability
• Experience facilitating workshops and co-design sessions
• Ability to map current-state and future-state experiences
• Strong stakeholder engagement and communication skills
• Banking, financial services or regulated industry experience highly regarded
• Ability to work across business, product, design and technology teams

Why join?

• Be part of a significant Business Banking transformation
• Work within one of Australia’s Big 4 banks
• Shape services and experiences used by business customers
• Work on complex, high-impact customer journeys
• Join an organisation making significant investment in its digital and customer experience capabilities