Service Design Lead

6 months ago

Sydney, Australia ING Full time

As Service Design Lead you’ll report into the Digital Tribe Lead. This role requires a Service Design thought leader who can set the direction for the Service Design strategy at ING, build frameworks for service blueprint execution and ensuring a consistent approach and methodology across multiple core initiatives. This role will be critical in leading strategically focused and cross-functional teams to leverage design thinking to map out target state and co-design experiences from front to back.

This is an exciting and critical role, building out the service design function as we shape the next horizon of growth and drive transformational programs at ING.

You are also part of the digital leadership team and every member of the leadership team has combined focus on areas such as; driving a high performance culture, bringing outside in thinking, continuing to build a positive Tribe culture with increased NPS and supporting training, coaching and development. Being a global company there is opportunity to learn from other entities in ING and if this can be utilised at ING Australia.

**What You'll Do**
- Lead and building out the Service Design strategy to set the design framework & methodology, creating artefacts to be delivered in the design process.
- Deliver the target state design blueprint: end to end journey showcasing interactions customers have with our products, as well as the employee experience.
- Support the identification of critical processes to deliver on the end-state vision, working with the North Star customer value proposition.
- Partner with cross-functional teams to set out the sprint breakdown and key deliverables for each sprint in a time-boxed approach.
- Leverage design thinking to evolve the customer experience within a complex ecosystem and a large scale transformation in progress.

**What We're Looking For**
- 7-10 years professional experience design as a Senior Designer in service / and/or strategic design.
- A portfolio to demonstrate in depth knowledge and experience with delivering service design initiatives.
- Highly skilled in design tools such as Figma, Adobe Creative Suite and Mural.
- Effectively manage and coach a team building a great culture and a desire to learn.
- Experience working on complex transformation programs in an agile environment.
- Ability to produce high quality design artifacts such as personas, journey maps, task models, wireframes, prototypes, blueprint documents.

**What’s in it for you?**
- Drop everything and learn with over 16,000 professional and personal development courses to choose from
- Discounted ING Health Insurance
- An additional Rest Day to support your wellbeing
- An IMPACT day to volunteer on approved sustainability activity

**About Us**

At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive - it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.

Sound like the kind of place you’d feel at home? We’d love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)

**Need more?

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