Experience Design Lead

Westpac New Zealand Ltd; Auckland; On-site; NZD 120,000 - 170,000; Full time

Job summary

Westpac New Zealand Ltd is seeking an Experience Design Lead on a fixed-term basis through to the end of June 2027. You will shape complex customer and operational experiences across core banking services, guiding cross-functional teams and leading service design activities for large-scale initiatives.

You will bring customer, banker and business perspectives to identify opportunities, simplify experiences, and influence better outcomes.

Qualifications

• Significant experience in Service Design, Experience Design or Human-Centred Design within complex organisations.
• Able to lead end-to-end service design across multiple teams, systems and touchpoints.
• Skilled at facilitating workshops and aligning diverse stakeholders around customer and business needs.
• Experience mapping customer and banker journeys, developing service blueprints and identifying opportunities for improvement.

Responsibilities

• Lead service design activities across large-scale transformation initiatives.
• Bring together customer, banker and business perspectives to identify opportunities and simplify experiences.
• Influence decisions at all levels by communicating insights through visuals, artefacts and storytelling.
• Partner with stakeholders across business, technology, operations and risk to deliver end-to-end experiences.

Skills

Experience design

End-to-end services

Workshop facilitation

Journey mapping

Service blueprints

Stakeholder influence

Collaborative mindset

Customer experience

Job description

About the Role

We're looking for an Experience Design Lead to join our growing design community on a fixed-term basis through to the end June 2027. This is an opportunity to work on some of Westpac's most complex customer and operational experience challenges, helping shape the future of how customers, frontline teams and operational specialists interact across key banking services. You'll lead service design activities across large-scale transformation initiatives, bringing together customer, banker and business perspectives to identify opportunities, simplify complex experiences and influence better outcomes. Working closely with stakeholders across business, technology, operations and risk, you'll help create aligned, end-to-end experiences that balance customer needs with organisational objectives. This is a hands-on role for someone who thrives in ambiguity, enjoys solving complex problems, and can confidently bring people together to move from ideas to action.

What will you bring?

We're looking for someone who:

• Has significant experience in Service Design, Experience Design or Human-Centred Design within complex organisations
• Can confidently lead the design of end-to-end services, journeys and experiences spanning multiple teams, systems and touchpoints
• Is skilled at facilitating workshops and bringing diverse stakeholders together around a shared understanding of customer and business needs
• Has experience mapping customer and banker journeys, developing service blueprints and identifying opportunities for improvement
• Can simplify complexity and communicate ideas clearly through compelling visualisations, artefacts and storytelling
• Builds strong relationships and can influence decisions at all levels of the organisation
• Brings a proactive, collaborative and outcomes-focused mindset
• Is passionate about improving experiences for customers and the people who support them

Our Organisation

At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together. What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!

Tono mai ināianei!

We encourage people from all walks of life to apply, including those who are neurodivergent, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities.

It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers.

Our culture is rich with stories of how our people like to help, our customers, our community and each other. This is reflected through flexible working arrangements to ensure that our people have a balance in their life with those things that are important to them. Through ensuring that we provide opportunities to everyone regardless of what society throws at them, we are a safe place to work where you are treated equally and appreciated.

Together Greater

Mahi tahi tātou, kaha ake tātou

Applications close: 28 October 2026