Cx & Service Design Lead

5 days ago

Sydney, Australia Westpac Group Full time

Lead a team of fun, friendly and talented designers
- Advocate for market-leading experience with business and product stakeholders
- Combination of office and flexible working

**The team**

We are a team of holistic Strategic and Service Designers (15+) who want to make things better for our customers, our staff, and the planet. We are embedded in the Digital team which allows us to lead with digital and drive a unichannel experience.

**The Role**

You would be helping a team of designers grow, thrive and deliver results. This would include scoping projects, coaching team members, shaping presentations and fostering a fun and friendly workplace.

Your team will be responsible for both discovery and early ideation activities across the Human Centred Design process before creating warm handovers to digital product design teams.

**Responsibilities**

The role responsibilities include but are not limited to:

- Lead, grow and mentor a team of talented Designers.
- Foster a collaborative culture underpinned by consistent and meaningful rituals
- Set the standards and deliver Service Design outputs that are empathetic, robust and compelling.
- Work with business units to scope, manage and shape initiatives for delivery
- Lead research and discovery activities, including shaping ‘how might we statements’, market scanning and competitor landscapes, future trends, workshop facilitation, qualitative and quantitative interviews.
- Develop and deliver end-to-end Customer Journeys, Concepts, Prototypes, Service Blueprints and Customer Value Proposition Canvases
- Deep thinker that considers the industry ecosystem and how to position Westpac
- Be able to manage executive and senior stakeholders and articulate both customer insights and the intent of an experience effectively

**About you**
- We are looking for a talented person who demonstrates: _
- 10+ years experience in driving excellence in customer research and human-centred design, or related fields
- Experience building managing teams and providing design leadership
- Experience in consulting, agency and financial services
- Deep practical experience in the human-centred process and applied research methods
- Practical experience in designing, conducting, and guiding customer research activities, from focus groups to one-on-one interviews, ethnographic research, and behavioural analysis
- Experience and advocacy of new digital tools, e.g. Figjam, Miro, Dovetail, Maze, etc.
- Persuasive communication skills aided by digital tools
- Ability to manage stakeholders at all levels of the organisation and external agencies, managing their expectations effectively and clearly

**What is it like to work there?**

We aim to provide one big, supportive team to help us reach our vision to become one of the world’s great service companies. As an equal opportunity employer, we’re proud to have created a culture and work environment that values diversity and flexibility - and champions inclusion.

**How do I Apply?

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