Experience Design Lead — End-to-End Service Design

Westpac New Zealand Limited; New Zealand; Remote; NZD 120.000 - 180.000; Vollzeit

Zusammenfassung

Westpac New Zealand Limited is seeking an Experience Design Lead on a fixed-term basis through to the end of June 2027. You will lead service design for complex customer and operational experiences, aligning customer needs with organisational objectives across multiple teams, systems and touchpoints.

The role requires hands-on leadership, strong facilitation of workshops, and a passion for simplifying experiences and driving better outcomes for customers and frontline teams in a large banking

Qualifikationen

• 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 facilitation of workshops and aligning diverse stakeholder perspectives.

Aufgaben

• Lead service design activities across large-scale transformation initiatives.
• Collaborate with stakeholders across business, technology, operations and risk to align customer and business needs.
• Map customer and banker journeys, develop service blueprints and identify improvement opportunities.
• Communicate ideas clearly through visualisations, artefacts and storytelling.

Kenntnisse

Service Design

Experience Design

Human-Centred Design

End-to-End Service Design

Workshop Facilitation

Journey Mapping

Jobbeschreibung

Westpac New Zealand Limited is seeking an Experience Design Lead on a fixed-term basis through to the end of June 2027. You will lead service design for complex customer and operational experiences, aligning customer needs with organisational objectives across multiple teams, systems and touchpoints.

The role requires hands-on leadership, strong facilitation of workshops, and a passion for simplifying experiences and driving better outcomes for customers and frontline teams in a large banking