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Role Overview
* Lead the strategic service design and behavioural research in the Group Transformation Domain’s - Simplification Sub-Domain as Principal Service Designer!
* Drive strategic transformation for banking products and services at NAB, thinking beyond traditional design and can help shape future banking experiences!
* Work in a visionary, cross-functional environment alongside business architects and data mining specialists!
Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand. In the role of Principal Service Designer, you will join the Simplification Sub-Domain at NAB that’s doubling down on customer obsession.
Each day, you’ll go above and beyond to
* Be a critical thinker with strong point of view to define product, service and business strategies that deliver strategic results for NAB and guide customer/colleague experience decisions.
* Build strong stakeholder, team and external relationships to increase reach, quality and impact of NAB design work.
* Provide expert individual contributor delivering scalable, customer‑centric solutions, balancing commercial and regulatory requirements.
* Create and iterate on frameworks, tools and resources that enable the design team/domain/sub‑domain to simplify complex strategic customer decisions.
* Complete user/customer research and testing, leading the strategic integration of insights into design decisions.
* Collaborate with stakeholders and cross‑functional teams to identify pain points, gaps, and opportunities for improvement.
* Mentor and coach designers (no direct reports), fostering their growth and helping them to produce high‑quality design work using actionable feedback.
We’re looking for the best and brightest to deliver the best for our customers. You’ll need:
* Extensive experience working as Service Designer or CX designer.
* Evangelist and thought leader, visible influencer and has the ability to build a passion for service design within the Domain.
* Experience within finance or service industries.
* Demonstrated ability to partner and successfully work with multiple disciplines and complex teams and demonstrate the value of design.
* Excellent working knowledge of the design process, experience design methodologies and principles.
* Demonstrated strong experience working in Agile, using agile tools & methods.
* Strong ability to independently perform the essential capabilities required in this role.
* Proven experience setting and using design processes and tools to digitise experiences.
A diverse and inclusive workplace works better for everyone. We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.
For details on the recruitment process and accessibility, please visit www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team, via nab.careers@nab.com.au (please reference job number) or visit our Careers page through the link above for other contact options.
Unsolicited CVs from agencies will not be accepted.
Seniority level
* Mid‑Senior level
Employment type
* Full‑time
Job function
* Design and Information Technology
Industries
* Banking and Financial Services
Location: Melbourne, Victoria, Australia
Salary: A$120,000.00–A$135,000.00
Join NAB. If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.
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