Experienced Service Strategist

3 weeks ago

Sydney, New South Wales, Australia Macquarie Full time

About Macquarie


Macquarie is a global financial services group with a vision to become the #1 Digital Bank. Our team in the Banking and Financial Services division is focused on delivering best-in-class client experiences across Personal Banking, Deposits, Business Banking, and Wealth Management.


The Role


We are seeking an experienced Service Strategist to join our Strategic and Service Design team. As a key member of the team, you will be responsible for understanding and shaping experiences for clients, intermediaries, and staff. This involves taking a holistic end-to-end perspective on unpacking problems, finding opportunities, and supporting strategic thinking and decision making to maximise both customer and business value.


Your Key Responsibilities



  • Work closely with channel stakeholders to frame problems or opportunities by understanding and articulating client and staff experiences
  • Map systems, diagnose and clarify issues and optionality, and design preferred futures using a customer-centred approach
  • Develop data-led solutions within a complex ecosystem
  • Collaborate with mid- and senior-level stakeholders to shape project approaches, constructively challenge thinking, and develop concepts and recommendations

Your Skills and Qualifications


To succeed in this role, you will need:



  • 5-7 years' experience in service design, strategic design, and/or experience design and strong research, design, and strategic communication skills
  • Bachelor's degree in design (graphic, industrial, HCI, interaction) or equivalent practical experience
  • A strong portfolio highlighting knowledge and experiences in Service Design across varied users, business problems, and contexts
  • Ability to work with multiple stakeholders and communicate effectively
  • Expertise in using exploratory, generative, and evaluative research to uncover customer pain points and opportunities

What We Offer


As an employee of Macquarie, you can expect:



  • A competitive salary of $120,000 - $180,000 per annum
  • Hybrid and flexible working arrangements
  • One wellbeing leave day per year and up to five additional days leave based on length of service
  • Up to 20 weeks paid parental leave as well as benefits to support you as you transition to life as a working parent
  • Paid volunteer leave and donation matching
  • A range of benefits to support your physical, psychological, and financial wellbeing

Diversity, Equity, and Inclusion


We are committed to providing a working environment that embraces diversity, equity, and inclusion. We encourage people from all backgrounds to apply for a role regardless of their identity, including gender, race, ethnicity, cultural identity, nationality, age, sexual orientation, gender identity, intersex status, marital or family status, neurodiversity, religion or belief, disabilities, or socio-economic background.

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