**Opportunity to join Westpac's Institutional Bank**:
- **Established career path and progression opportunities**:
- **Sydney Based**
**How will I Help?**
The Service Design Lead will work with the Global Transaction Services (GTS) business line which is a critical pillar of Westpac's Institutional Bank. GTS provides transaction banking, client experience, and solution implementation for large corporate and institutional customers. GTS has started a journey to build a new platform that enables the development of targeted and scalable solutions that cater to specific customer segments and needs. These solutions will be delivered and serviced through an all-new integrated channel experience across the end-to-end customer lifecycle.
The Service Design Lead is responsible for managing and driving services design and discovery processes related to this transformation journey - from concept to production. This role manages a team of service designers that will be embedded into internal project teams and cross-functional "design sprint" teams to develop service blueprints that support our desired customer and business outcomes.
The Service Design Lead will also drive the ongoing development of operational procedures, user documentation and training materials and ensure a human-centred approach for improving our way of working consistent with business objectives, changing technology and organisational operating models. The role works closely with business partners including Sales, Product, Technology, Operations, Risk, and platform vendors.
Other Key Responsibilities Include;
- Is seasoned in fast-paced design research.
- Leads co-design and user testing sessions, including behavioural and empathy-driven research, ensuring active engagement with internal teams and other stakeholders to obtain meaningful insight that influences service design initiatives.
- Collaborates with a range of stakeholders to share and maintain knowledge of customer feedback, insights and reporting findings to continually improve the customer experience through service design, capability development, and delivery.
- Generate ideas and translates them into multiple concepts, sketches, and scenarios which consider both customer and internal team impact.
- Executes visual, information, interaction, and service design elements of the initiative to meet business and user needs.
- Prototypes rapidly in multiple mediums and levels of interactivity (physical, digital, low and hi-fidelity, tangible and conceptual).
- Designs and deliver artefacts including design principles, current state maps, future state journey maps and blueprints.
- Identifies opportunities that create business value and improve the customer experience based on user research, heuristics and best practice and develop visually compelling frameworks, process/screen flows and wireframes to drive service re-design.
- Communicates opportunities and solutions to business partners through customer journeys, storyboards, ecosystem and service designs, prototypes, wireframes, infographics and other materials.
- Uses storytelling to share discoveries, influence business partners and create energy around an idea or an initiative.
- Pitches concepts in a clear, concise, and compelling way to obtain buy-in and/or funding.
- Contribute to business case and business impact assessment development with explicit emphasis on the impact on people, operations, systems and technologies.
**What's in it for me?**
This will be a highly visible role and will work closely with internal and external stakeholders including Product and Project partners, Technology, Finance, Treasury, Legal, Risk and Compliance, as well as clients and 3rd party vendors. Through these interactions you will continue to grow your professional network as well as further develop your business and commercial acumen. Success in this role with position you for further opportunities within the group.
**What do I need?**
To be successful you will have the following:
- Tertiary qualification in Business, Marketing, or Design related field preferred.
- Background in e.g., Design Thinking, Human Factors, Lean Start-up, Interaction Design, Information Science, Human-Computer Interaction, Market or Ethnographic Research.
- Experience in project & team leadership.
- Experience in roles within a highly regulated industry/organisation, preferably within financial services or superannuation industry serving corporate and institutional customers.
- Understanding of product management disciplines and product lifecycle processes including product strategy, economics, and compliance.
- Understanding of end-to-end technology delivery, covering design, build, test and implementation.
- Understanding of Agile practices, including backlog management and prioritisation, as well as user story definition and refinement.
- Skills in planning, project management, time management and decision making.
**What is it like to work there?**
At
📌 Service Design Lead
🏢 Westpac Group
📍 Sydney