Product Designer Service Design Focus

3 weeks ago

Melbourne, Victoria, Australia Commonwealth Bank Full time

Do work that matters

As a Product Designer with a Service Design focus in the CITB team, you'll play a pivotal role in shaping end-to-end digital service experiences for our Corporate & Institutional clients. You'll lead the discovery, orchestration, and delivery of seamless, human-centred journeys across digital and non-digital touchpoints. With a strong foundation in service design, systems thinking, and digital product design, you'll help reimagine how clients interact with our platforms—such as CommBiz Reinvented and our Salesforce CRM-based service case management solution.

See yourself in our team

Institutional Banking and Markets (IB&M) manages the Group's relationships with major corporate and government clients and institutional investors, offering a full suite of capital raising, transactional, and risk management services.

You'll join the Digital Customer Crew—a cross-functional team passionate about delivering exceptional digital-first experiences for institutional clients and employees. Working alongside product managers, engineers, service owners, and operations experts, you'll design scalable, secure, and human-centred solutions that elevate the Transaction Banking customer journey. We thrive on collaboration, innovation, and a shared commitment to excellence.

What you'll do

  • Lead service design initiatives to map and improve end-to-end customer journeys across digital and physical channels.
  • Facilitate co-design workshops and stakeholder alignment sessions to uncover pain points, opportunities, and service gaps.
  • Conduct user research, journey mapping, and service blueprinting to inform design decisions.
  • Translate service insights into actionable digital product designs and prototypes.
  • Collaborate with engineers, product managers, and operations teams to deliver integrated service experiences.
  • Champion human-centred design and advocate for scalable design systems and service standards.
  • Ensure consistency and cohesion across omni-channel experiences, aligning with enterprise design systems.
  • Contribute to the strategic roadmap and continuous improvement of our digital platforms and service models.

What we're looking for

  • Proven experience in service design and digital product design within complex environments, ideally in financial services or Transaction Banking.
  • Strong capabilities in journey mapping, service blueprinting, design thinking, and prototyping.
  • Deep understanding of human-centred design, customer experience management, and systems thinking.
  • Ability to balance customer needs, business goals, and technical constraints.
  • Excellent facilitation, communication, and stakeholder engagement skills.
  • Experience working in agile, cross-functional teams.
  • Familiarity with Salesforce CRM, enterprise design systems, and digital service platforms is a plus.
  • A growth mindset and high learning agility.
  • Tertiary qualifications in Service Design, UX Design, HCI, or a related field preferred.

Why join us?

We're committed to creating a workplace where you can thrive. You'll be empowered to shape meaningful service experiences, supported by a team that values creativity, collaboration, and integrity.

If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.

We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

Advertising End Date: 18/07/2025
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