Experience Design Lead - End-to-End Service Innovation

Westpac New Zealand Ltd; Auckland; Vor Ort; NZD 120.000 - 170.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Experience design

End-to-end services

Workshop facilitation

Journey mapping

Service blueprints

Stakeholder influence

Collaborative mindset

Customer experience

Jobbeschreibung

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.