Senior Service Designer: Shape End-to-End Customer Journeys

Service Design Jobs; Auckland; On-site; NZD 110,000 - 170,000; Full time

Benefits offered by this job

Flexible working arrangements

Wellbeing services

Discounts on ANZ products and services

Job summary

ANZ is seeking a Senior Service Designer to shape end-to-end service experiences using human-centred design. You will work across multidisciplinary teams to uncover customer needs, translate insights into practical service concepts and drive meaningful outcomes that improve customer experiences in complex environments.

You’ll lead design sessions, collaborate with stakeholders, and contribute to governance and risk-aware service design initiatives across the Pacific region.

Qualifications

• Proven experience in service design or customer journey design.
• Strong ability to translate insights into service concepts and blueprints.
• Excellent stakeholder management and facilitation skills.

Responsibilities

• Partner with customers and delivery teams to uncover needs and opportunities.
• Map customer journeys and service experiences to identify improvements.
• Facilitate collaborative design sessions across diverse teams.
• Translate insights into service concepts and recommendations balancing customer, business and operational needs.
• Champion human-centred design practices across delivery teams.

Skills

Human-centred design

Stakeholder facilitation

Research methods

Journey mapping

Cross-functional collaboration

Job description

ANZ is seeking a Senior Service Designer to shape end-to-end service experiences using human-centred design. You will work across multidisciplinary teams to uncover customer needs, translate insights into practical service concepts and drive meaningful outcomes that improve customer experiences in complex environments.

You’ll lead design sessions, collaborate with stakeholders, and contribute to governance and risk-aware service design initiatives across the Pacific region.