Create your best future as a Senior Service Designer!
What’s the role?
We’re seeking a Senior Service Designer to help us reimagine complex customer and banker experiences across channels, platforms, and touchpoints. This is a unique prospect to be at the heart of a high‑impact initiative that will define how we serve millions of Australians. You will be joining our growing team of Service Designers within Westpac’s Group Transformation Office, and you’ll play a pivotal role in designing seamless, human‑centred experiences that span digital, physical, and assisted channels. You’ll work closely with cross‑functional teams to ensure our transformation delivers real value to customers and bankers alike.
Responsibilities include:
- Leading end‑to‑end research and prototyping initiatives: planning, preparation, facilitation, synthesis and presenting findings.
- Developing and delivering end‑to‑end customer journeys, propositions and service blueprints.
- Planning and facilitating workshops that are purposeful, engaging and deliver outcomes.
- Translating insights into actionable concepts, service blueprints, experience principles, as well as delivery and design recommendations.
- Navigating complexity across systems, channels, and business units to deliver integrated experiences.
What do I need?
To be successful in this position you will be a forward thinker who can work in a fast paced, ever‑changing environment. You will be able to be adaptable and work with unknown scopes. You will have experience in service design, strategic UX or CX, or technical roles, ideally within large‑scale transformations, financial services or other complex service industries. As well as this, practical experience in end‑to‑end research activities: from defining, to conducting research, focus groups, one‑on‑one interviews, ethnographic studies, and analysis is also needed.
Other skills and experience include:
- Ability to proactively engage and collaborate with stakeholders at all levels in an organisation – independently and with guidance from more senior designers.
- Strong storytelling and visualisation skills to bring clarity to ambiguity and communicate design intent.
- A collaborative mindset and ability to influence across disciplines.
We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. We’re also committed to making Westpac the best place to work in the country.
Here are just a few of the ways we’re already doing that:
- Special offers on banking products and discounts from top brands, including generous employee‑only mortgage rates!
- Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
- Tailored learning and development opportunities to help you grow your career within the bank.
- Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.
Create your future today
To get started, simply click on the APPLY or APPLY NOW button.
We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.
If you need any adjustments during the recruitment process, you can find out more information and additional contact details by visiting the People with Disability and/or needing Accessibility Requirements page on our website.
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