See yourself in our team
You'll join Customer Channels and Data within Business Bank, working in the Customer Relationship Management Crew. This Crew is spearheading the development of an AI‐powered platform designed to transform customer relationship management into a hybrid‐agentic model, creating greater capacity for our people and enabling them to focus on the most meaningful, value‐enhancing interactions with customers. It is a significant opportunity to shape experiences that better align to customer needs, increase advocacy, and help us deliver more every day through exceptional customer and colleague experiences.
Do work that matters
As a Service Design Manager, you will help shape the future of customer relationship management in the Business Bank. Working at the intersection of customer experience, colleague experience, AI, and platform transformation, you will define what great looks like for our people and customers in a new hybrid‐agentic model. This is a role for someone who can bring structure to ambiguity, connect strategic intent with real user needs, and turn emerging opportunities into tangible future‐state experiences.
You will use service design, critical thinking, and deep empathy to explore how work should evolve, identify where the greatest opportunities exist, and define service blueprints that can guide delivery. You will work across disciplines and with senior stakeholders to align around the problems worth solving, shape target‐state journeys, and ensure solutions are desirable, feasible, and viable in practice. This is an opportunity to influence not just individual experiences, but the broader model for how customer relationship management is delivered in the future.
You will design and refine experiences based on feedback, insight, and performance, and know when to evolve, pivot, or retire them. You are naturally curious, energised by solving problems, and motivated to champion a customer‐centric culture. You thrive in ambiguity, actively seek learning opportunities, and stay current with design methodologies, emerging technologies, and industry trends. You also do your best work in collaborative environments, where co‐creating with diverse teams is essential to delivering meaningful outcomes.
Key Responsibilities
* Lead the end‐to‐end service design process, including problem framing, prototyping, testing, and requirements gathering
* Develop solutions that balance customer, colleague, and business needs
* Facilitate co‐creation sessions and design workshops with stakeholders, including business leaders, product teams and frontline colleagues to gather feedback and build alignment
* Collaborate with cross‐functional teams, including product owners, managers, UX/UI designers, and analysts, to define and prioritise key insights and target‐state journeys
* Design service blueprints and translate them into clear, actionable product requirements so teams have a shared understanding of the intended outcomes
* Identify key feasibility considerations across technology, risk, and business impact, and support agile delivery teams through implementation and continuous improvement
* Identify and mitigate risks throughout the solution lifecycle
* Promote a culture of learning, experimentation, and continuous improvement within the team
We are interested in hearing from people who
* Bring strong experience in service design, product design, transformation, experience strategy, or have played a leading role in shaping and delivering digital solutions
* Bring a strong design toolkit across journey mapping, process mapping, service blueprinting, research, interviewing, synthesis, and facilitation, and know how to use these tools to create clarity and momentum
* Are energized by solving complex, ambiguous problems and turning them into clear, actionable pathways forward
* Have worked in large, complex organisations and know how to navigate across functions, priorities, and seniority levels to build alignment and drive outcomes
* Enjoy working across both strategy and execution, from framing future‐state opportunities through to supporting delivery and continuous improvement
* Are motivated by the opportunity to improve customer and colleague experiences in meaningful ways and help shape how AI can be applied in practice
* Ideally bring experience shaping solutions across CRM platforms, data‐enabled experiences, and customer‐facing technologies
* Ideally have experience in financial services, or another highly regulated and complex industry, and bring an agile mindset together with a strong appreciation of risk
If this sounds like the role for you then we would love to hear from you.
Apply today!
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.
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Advertising End Date: 14/04/2026
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