Chapter Lead Strategic Design

**Strategic Design Chapter Lead**
- You're a curious, empathetic, strategic/service design lead, delivering experiences that are innovative, delightful and fit for purpose
- We're a team of highly motivated strategic designers with deep skills in service design, research and inclusive designTogether, we are committed to doing the right thing by our customers, people and community and transforming banking experiences for our customers
- **Who we are**

The Strategic Design team is a strategic research, service design and accessibility practitioner house that supports the Group in transforming how CommBank delivers experiences, products and services by considering humans first. We design meaningful experiences by looking holistically at people's needs and understanding the broader context of their lives.

The Strategic Design Practice sits within the Retail Banking Services Strategy Centre of Excellence and works in close collaboration with CX Strategy, Experience Design, Product, Marketing, Risk, Technology, Operations and other specialist teams across the bank, and its partners. The work stretches across multiple channels and products, taking a mixed methods approach to finding opportunities and solving problems.

**This role**

In this role you’ll be using your deep practitioner and leadership skills lead multi-disciplinary teams in delivering key strategic priorities for the Group. You will develop new propositions, products and end-to-end experiences that drive value for customers and the business. In doing so, you’ll live, breathe and advocate for Design Thinking and Human Centred Design practices and adopt mixed methods approaches to support the teams' Strategic Design practice.

**Specifically, this means**:
**Proven Leadership and Mentorship in the craft of design**:

- Proven people leadership skills, with the ability to coach, mentor, build and enhance design capabilities within the team and cultivate a culture of human-centricity across the organisation.
- Significant and compelling industry experience in Design Thinking, Human Centred Design, Service Design (or Design equivalent), Product Innovation, Customer Experience, Behavioural Research (agency or client side) that will support the leadership team to develop a cohesive, high-performing design team.
- Ability to foster a collaborative and inclusive team environment that encourages creativity and innovation, and providing opportunities for professional growth and development.
- Collaborate with respect, confidence, and humility, providing constructive feedback while allowing for individual styles.

**Research and Synthesis**:

- Natural curiosity to explore how things work and why people think and behave the way they do.
- Plan, lead, and conduct large-scale research using mixed methods to understand customer needs and behaviours.
- Stay abreast of best practice techniques and pivot approaches based on research findings.
- Seek guidance from experts in behavioural and mixed methods research.
- Thoroughness in approaching problems systematically, zooming in and out for big picture and detail understanding.
- Lead synthesis sessions to draw insights from research and refine the team's thinking.

**Ideation and Testing**:

- Plan, lead and conduct ideation sessions to generate innovative solutions and ensure rigor and quality in the approach.
- Ability to constructively challenge assumptions and the status quo, through an inquisitive mind and out of the box thinking.
- Plan, lead, and conduct test & learn activities to evaluate concepts and create opportunities for experimentation.
- Constantly seek out new methods for concept evaluation and create opportunities for experimentation.

**Collaboration and Stakeholder Management**:

- Foster constructive working relationships with strategy and delivery teams with the ability to communicate ideas across business units and bring adjacent teams along the journey.
- Manage stakeholder expectations, create compelling buy-in, and present final outcomes with impact.
- Create a feedback loop with adjacent chapters to continuously develop best-in-class approaches for creating deliverables with impact.
- Facilitate cross-functional workshops and collaboration sessions to drive strategic design projects.

**Storytelling and Communication**:

- Be a master storyteller, ensuring that stories are compelling and valuable to stakeholders.
- Develop conceptual models and frameworks to aid communication and garner external interest and industry recognition.
- Strong facilitation and presentation skills to communicate progress and outcomes clearly and with impact (visual and verbal communication skills).
- Direct the creation of high-quality project deliverables and continuously develop best-in-class approaches.

**Strategic Planning and Execution**:

- Plan out initiatives in collaboration with other Strategic Design Chapter Leads.
- Take ownership of driving and delivering strategic outcomes at various stages of the