Senior Service Designer

4 days ago

Sydney, New South Wales, Australia Macquarie Full time
About the Role

We are seeking a Senior Service Designer to join our Strategic and Service Design team in the Banking and Financial Services division. As a key member of our team, you will play a crucial role in shaping experiences for clients, intermediaries, and staff.

Our team takes 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.

Key Responsibilities
  • Work closely with channel stakeholders to frame problems or opportunities by understanding and articulating client and staff experiences, mapping systems, diagnosing and clarifying issues and optionality, and designing preferred futures.
  • Use a customer-centred approach to design 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.
  • Apply expertise in using exploratory, generative, and evaluative research to uncover customer pain points and opportunities.
Requirements
  • 5-7 years' experience in service design, strategic design, and/or experience design and the strong research, design, and strategic communication skills that come with this level of experience.
  • Bachelor's degree in design (graphic, industrial, HCI, interaction) or equivalent practical experience.
  • Strong portfolio highlighting knowledge and experiences in Service Design across varied users, business problems, and contexts.
  • Ability to work with mid- and senior-level stakeholders to shape project approaches, constructively challenge thinking, and develop concepts and recommendations.
  • Expertise in using exploratory, generative, and evaluative research to uncover customer pain points and opportunities.
About Banking and Financial Services

Banking and Financial Services is our technology-driven retail bank. You will be part of a team that supports clients to achieve their full potential - whether that's buying a home, growing a business or investing to manage wealth.

Benefits
  • 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.
  • Range of benefits to support your physical, psychological and financial wellbeing.
  • Access to a wide range of learning and development opportunities.
Our Commitment to 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.

If you require adjustments to your working arrangements or the recruitment process, please let us know when applying.

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