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About the Role
Join our Customer Experience Office as a Senior Service Designer, helping shape end-to-end customer and banker experiences across multiple channels. You’ll bridge strategy and delivery, translating long-term thinking into practical, customer-led initiatives. Working across Business, Technology, Analytics and Design, you’ll use Human-Centred Design to create simple, inclusive and compliant experiences that deliver value for both customers and the business.
Responsibilities
- Lead end-to-end service design across complex, multi-channel journeys.
- Partner with senior stakeholders, customers and SMEs to identify opportunities and influence priorities.
- Translate strategy and customer insights into actionable roadmaps and initiatives.
- Lead multidisciplinary teams and champion Human-Centred Design practices.
- Identify and address customer pain points using research, insights and data.
- Contribute to Service Design frameworks, tools and best practice.
Requirements
- 5+ years’ experience in Service Design, Strategic Design, Experience Design or UX, ideally across complex, multi-channel services.
- Strong Human-Centred Design and design-thinking capability.
- Experience leading initiatives or multidisciplinary teams.
- Ability to work effectively in complex and ambiguous environments.
- Strong stakeholder management, communication and influencing skills.
- Experience using qualitative and quantitative research to inform design.
- 5+ years’ financial services experience.
- Relevant degree or equivalent professional experience.
Skills
- Human-Centred Design
- Design Thinking
- Stakeholder Management
- Communication
- Influencing
- Qualitative Research
- Quantitative Research
Location
- Hybrid
Work Type
- Hybrid
- Office and flexible working
Experience Level
- Senior
- 5+ years
Education Level
- Relevant degree or equivalent professional experience
Benefits
- Special offers on banking products
- Discounts from top brands
- Generous employee-only mortgage rates
- Flexible work arrangements
- Variety of leave options including Culture, Lifestyle and Wellbeing leave
- Tailored learning and development opportunities
- Opportunities to give back to the Community by getting involved in volunteering initiatives
About the Company
- 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.
- In return we’re committed to making Westpac the best place to work in the country.
Equal Opportunity
- 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 more information and contact details on our FAQs and how to contact us page, under the Diversity, sustainability and flexibility section.