Senior Service Designer

Commonwealth Bank of Australia; Bengaluru; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Commonwealth Bank of Australia in Bengaluru seeks a Senior Service Designer to lead end-to-end user experiences across processes, technology and people. You will apply service design methods and design thinking to reimagine future state experiences that positively impact users and business strategy.

The role involves shaping education and content plans for customer journeys, measuring engagement, and applying AI and automation to enhance existing processes while advocating for users in a

Qualifications

• Must have experience designing end-to-end user experiences.
• Experience in education, content, and engagement measurement.
• Experience in large organisations and internal comms is a plus.

Responsibilities

• Contribute to end-to-end user experiences across processes, technology and people.
• Measure and evaluate user experience and engagement to support continuous improvement of services.
• Craft digital, education and content plans to support customer journeys and adoption.
• Identify customer needs and enhance support services for business and technology customers.
• Utilise AI and automation to enhance existing processes.
• Advocate for users and human centred design across initiatives and coaching.

Skills

UX design

Human centered design

Strategic thinking

Consulting with technical teams

English fluency

User research

Education

Bachelor’s or Master’s degree in Computer Science/Information Technology

Job description

Senior Service Designer Organization : At CommBank, we never lose sight of the role we play in other people’s financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets, and aspirations. Regardless of where you work within our organisation, your initiative, talent, ideas, and energy all contribute to the impact

Job Title: Senior Service Designer Location: Bangalore Business & Team: The Technology division delivers the group’s information technology and banking operation functions to ensure the highest levels of customer service through world-class process excellence and technology innovation. Group Security protects the bank and our customers from theft, loss, and risk events through effective and proactive management of cyber security, privacy and operational risk. At CommBank we believe in working somewhere that works for you. We have many flexible working options available so talk to us about which arrangements could work best for you.

Impact & Contribution

Leads the application of service design methods and design thinking to understand end-to-end user experiences encompassing processes, technology and people; to reimagine and design future state experiences with positive impacts to users and business strategy.

Roles & Responsibilities

• Contribute to the improvement of end-to-end user experiences encompassing processes, technology and people across IAT Uplift engagement, education, and support processes and channels to enable control understanding, control completeness, drive remediation activities and actionable insights.
• Measure and evaluate user experience and engagement to support prioritised continuous improvement of IAT services.
• Craft digital, education and content plans to support IAT customer journeys, support services and control adoption.
• Identify customer needs, obtain customer feedback (e.g. through user testing) and enhance support services for our business and technology customers to support IAT control adoption.
• Utilise AI and automation to enhance existing processes and support for our customers.
• Advocate for users and human centred design across capability uplift and BAU uplift initiatives and supporting/coaching the wider IAT domain to drive a user behaviour led

Essential Skills

Bilingual English fluency: written and verbal UX design experience in a technical environment (across both online and offline user experiences) Have designed and implemented strategies relating to education, content, digital channel support and/or quantitative measurement of engagement Experience in the optimisation of internal comms/support channels, ideally within large organisations Have experience in human centred design Strategic thinking Confidence working in a consulting capacity with technical teams.

Education Qualification

Bachelor’s degree or master’s degree in engineering in Computer Science/Information Technology

Advertising End Date: 30/08/2026

Experience Level Senior Level