Experience Design Lead - End-to-End Service Design

Westpac New Zealand; New Zealand; On-site; NZD 120,000 - 160,000; Full time

Job summary

Westpac New Zealand seeks an Experience Design Lead on a fixed-term basis through to end of June 2027. You will lead end-to-end service design across large-scale transformations, uniting customer, banker and business perspectives to shape experiences across banking services.

This hands-on role thrives in ambiguity, solving complex problems and bringing people together to move from ideas to action. Westpac values diverse input and collaborative delivery.

Qualifications

• Significant experience in Service Design, Experience Design or Human-Centred Design within complex organisations.
• Ability to lead design of end-to-end services spanning multiple teams, systems and touchpoints.
• Skilled at facilitating workshops and aligning stakeholders around customer and business needs.

Responsibilities

• Lead service design activities across large-scale transformation initiatives.
• Identify opportunities, simplify complex experiences and influence outcomes.
• Collaborate with stakeholders across business, technology, operations and risk.

Skills

Service Design

Experience Design

Human-Centred Design

Workshop Facilitation

Journey Mapping

Service Blueprinting

Storytelling

Stakeholder Influence

Collaborative Mindset

Customer Experience

Job description

Westpac New Zealand seeks an Experience Design Lead on a fixed-term basis through to end of June 2027. You will lead end-to-end service design across large-scale transformations, uniting customer, banker and business perspectives to shape experiences across banking services.

This hands-on role thrives in ambiguity, solving complex problems and bringing people together to move from ideas to action. Westpac values diverse input and collaborative delivery.