Experience Design Lead

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

Job summary

Westpac New Zealand is seeking an Experience Design Lead to guide its growing design community on a fixed-term basis through to end of June 2027. You will shape how customers, frontline teams and operational specialists interact across core banking services, leading service design on large-scale transformation initiatives.

In this hands-on role you will facilitate workshops, map end-to-end journeys, develop service blueprints and influence decisions across business, technology, operations and

Qualifications

• Significant experience in Service Design, Experience Design or Human-Centred Design within complex organisations.
• Ability 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.

Responsibilities

• Lead service design activities across large-scale transformation initiatives.
• Collaborate with stakeholders across business, technology, operations and risk to create aligned, end-to-end experiences.
• Translate ideas to action in ambiguous environments and influence decision-making at all levels.

Skills

Service Design

Experience Design

Human-Centred Design

Workshop Facilitation

Stakeholder Alignment

End-to-End Journeys

Visual Storytelling

Job description

Experience Design Lead

Company : Westpac Job Type : Full Time New Zealand

Job Description - Experience Design Lead

Mō te tūranga | 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.

Ná tāu rourou | 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

Ko mātou tēnei | 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!

The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. 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. 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.

Applications close: 28 October 2026