Advocate for market-leading experience with business and product stakeholders
- Facilitate modern design practices and behaviours
- Combination of office and flexible working
**The team**
We are a team of holistic Strategic and Service Designers (15+) who want to make things better for our customers, our staff, and the planet. We are embedded in the Digital team which allows us to lead with digital and drive a unichannel experience.
**The Role**
You will be leading from the front with an empathetic design approach, collaborative mindset and inspiring energy. This would include scoping projects, coaching team members, shaping presentations and fostering a fun and friendly workplace.
You will be responsible for both discovery and early ideation activities across the Human Centred Design process before creating warm handovers to digital product design teams.
**Responsibilities**
The role responsibilities include but are not limited to:
- Set the standards and deliver Service Design outputs that are empathetic, robust and compelling.
- Articulate your empathetic and deep thinking which elevates your work beyond an artefact
- Lead research and discovery activities, including shaping ‘how might we statements’, market scanning and competitor landscapes, future trends, workshop facilitation, qualitative and quantitative interviews.
- Develop and deliver end-to-end Customer Journeys, Concepts, Prototypes, Service Blueprints and Customer Value Proposition Canvases
- Plan and facilitate workshops that are purposeful, engaging and deliver outcomes
- Work with business units to scope, manage and shape initiatives for delivery
- Deep thinker that considers the industry ecosystem and how to position Westpac
- Be able to manage executive and senior stakeholders and articulate both customer insights and the intent of an experience effectively
**About you**
We are looking for a talented person who demonstrates:
- 7+ years experience in driving excellence in customer research and human-centred design, or related fields
- Deep practical experience in the human-centred process and applied research methods
- Experience in consulting, agency and financial services
- Practical experience in designing, conducting, and guiding customer research activities, from focus groups to one-on-one interviews, ethnographic research, and behavioural analysis
- Experience and advocacy of new digital tools, e.g. Figjam, Miro, Dovetail, Maze, etc.
- Persuasive communication skills aided by digital tools
- Ability to manage stakeholders at all levels of the organisation and external agencies, managing their expectations effectively and clearly
**What is it like to work there?**
We aim to provide one big, supportive team to help us reach our vision to become one of the world’s great service companies. As an equal chance employer, we’re proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.
**How do I Apply?
📌 Principal Cx & Service Designer
🏢 Westpac Group
📍 Sydney