Senior Service Designer

3 weeks ago

Sydney, New South Wales, Australia Commonwealth Bank of Australia Full time
About the Role

We are seeking a highly skilled Senior Service Designer to join our Business Banking team at the Commonwealth Bank of Australia. As a Senior Service Designer, you will play a key role in shaping the design and delivery of our business banking services, working closely with our Business Banking team and the Strategic Design Centre of Excellence.

Key Responsibilities
  • Conduct primary and secondary research to understand complex problem spaces and identify key opportunities for transformation and innovation.
  • Develop and synthesise findings using evidence-based techniques to (re)frame the problem and identify key opportunities for transformation and innovation.
  • Ideate future state experiences together with clients, staff, subject matter experts and stakeholders using creative methods and tools to push the boundaries on what is possible.
  • Design concepts (low and high fidelity) to iteratively test and learn with humans, including developing design hypotheses and evaluation plans.
  • Map detailed end-to-end client experiences involving multiple touchpoints, processes, people and technology to enable the business to make strategic decisions for service improvements.
  • Generate customer value propositions, service blueprints, journey maps, experimentation canvases and delivery roadmaps that are informed and validated through the research conducted.
  • Manage stakeholder expectations, bringing them along the journey, creating compelling buy-in, and presenting final outcomes with impact.
Requirements
  • Industry experience in Strategic UX and/or Service Design.
  • Natural curiosity to explore how things work and why people think and behave the way they do.
  • Thoroughness in approaching problems systematically, zooming in and out for big picture and detail understanding.
  • Deep empathy for the client, their users and staff, and relentless focus on keeping their needs at the core of every experience, from research to design concept.
  • Ability to challenge assumptions and the status quo, through an inquisitive mind and out of the box thinking.
  • Ability to balance customer and business goals within strict regulatory obligations.
  • Eagerness to work closely with other disciplines to bring in diverse perspectives to problems and solutions.
  • Excellent listening and collaboration skills, including the ability to communicate ideas across disciplines and bring project teams along the journey.
  • Strong facilitation, presentation and storytelling skills to communicate progress and outcomes clearly and with impact (visual and verbal communication skills).
  • Enthusiasm to explore new tools and techniques, and draw on mixed methods in design and research, particularly around UX, Service Design, Analytical and Design thinking.
  • Working knowledge of interaction design and usability principles.
  • Ability to work within a self-directed culture and navigate ambiguity comfortably.
What We Offer

As a Senior Service Designer at the Commonwealth Bank of Australia, you will have the opportunity to work on complex and exciting projects, develop your skills and expertise, and contribute to the delivery of world-class business banking experiences. We offer a dynamic and supportive work environment, with opportunities for professional growth and development.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are passionate about service design and want to make a real impact, we encourage you to apply for this exciting opportunity.

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