Experience Design Lead: End-to-End Service Design

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

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