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About the Role

This newly created role combines experience design, service design, work design, UX/UI, information architecture, learning design and AI-enabled approaches to create connected, high-impact skilling experiences. You'll look beyond the initial request to uncover the real performance challenge and design end-to-end experiences that help people build and apply skills in their work by considering the full ecosystem, including workflows, systems, tools, knowledge, manager practices and workplace conditions.

Responsibilities

Design connected capability experiences that help people perform, practise and build priority skills through the work itself
Work with Learning Partners, Product Owners and business stakeholders to translate agreed performance needs into a clear performance architecture and experience direction
Examine how workflows, systems, information, tools, decision points, manager practices and workplace conditions enable or inhibit performance
Draw on experience design, service design, work design, information architecture, UI/UX, learning design and performance support to design targeted interventions across the flow of work
Design and prototype current- and future-state journeys, workflows, service blueprints, digital interactions and experience concepts that make the intended solution clear, testable and actionable
Partner with Learning Designers, Product Owners, platform teams and other specialists to develop, refine and connect the detailed components of the experience, ensuring the performance architecture is translated into a coherent and implementable solution
Work with delivery teams to ensure the experience is feasible, connected and implemented as intended
Use AI-enabled tools to accelerate research, synthesis, prototyping, feedback analysis and iteration, and identify opportunities for AI-enabled performance support
Test and refine designs using employee insight, usability feedback, data and performance signals
Create reusable performance and experience patterns, and lift multidisciplinary design capability across the Learning Domain through coaching, critique and shared standards

Requirements

Significant experience in experience design, service design, UX, work design, information architecture, performance consulting or a related human-centred design discipline
Experience working on complex, cross-functional challenges in a large organisation, where performance is influenced by people, process, technology and information
A strong portfolio demonstrating end-to-end experience design, including how you framed the challenge, made design decisions, tested ideas and improved the outcome
Consultative experience shaping stakeholder alignment and proactively resolving obstacles across senior stakeholders and key project contributors
Evidence of designing beyond standalone learning solutions, with experience integrating workflow, digital, knowledge, performance support and capability interventions
Strong design judgement and the ability to determine which methods and disciplines are appropriate for different problems
Ability to translate complex business, technical or change content into clear, practical application
Experience using research, data, prototyping and feedback to challenge assumptions and improve design quality
Practical understanding of AI-enabled tools and how they can improve research, design, iteration and performance support
Practical experience creating reusable patterns, methods or standards that have been adopted beyond a single initiative
Experience working with ambiguity and influencing Product Owners, business leaders, SMEs, facilitators, platform teams and senior stakeholders

Skills

Experience design
Service design
Work design
UX/UI
Information architecture
Learning design
AI-enabled approaches
Performance consulting
Human-centred design
Design judgement
Research
Data analysis
Prototyping
Feedback analysis
AI-enabled tools

Location

Australia

Work Type

Full-time

Experience Level

Senior

Education Level

Relevant qualification in experience design, service design, UX, human-centred design, learning design or a related field. Equivalent professional experience will also be considered.

About the Company

At CBA, we're evolving from traditional learning delivery to enterprise skilling; building the capabilities our people need to succeed today and adapt to the future. The Learning & Skilling Domain is at the forefront of this shift, creating scalable solutions that connect learning directly to the flow of work.

Equal Opportunity

We’re keen to support you with the next step in your career.
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