Human Centred Designer

Human Centred Designer
- **You are a new service designer, who is focused on the needs of the customer every step of the way**:

- **Our team supports the Group in tackling big questions and complex problems impacting our customers and people**:

- **Through strategic research and design activities we help to create clarity and direction supporting the group in its goal for NPS +30**

**Do work that matters**

As a Service Designer you will work in a collaborative team environment to inform the creation of effective, cohesive design solutions that meet the needs of varied users.

**See yourself in our team**

Reporting into a Human Centred Design Chapter Lead you will be an integral part of the Strategic Design team. As part of the RBS Strategy Centre of Excellence, the Strategic design team includes a service design function that supports the Group in tackling big questions and complex problems impacting our customers and people. We support teams across the Group through strategic research and design activities in order to bring clarity and direction in end-to-end experiences, so that we deliver differentiated value for our customers, communities and our people.

**Where will you go**

If you live the values and demonstrate the people and digital capabilities, we can offer great opportunities for progression.

Any given week could see you
- Participate in insights generation to understand/reframe the problem, including stakeholder interviews, customer interviews and desk research.
- Support in synthesising insights into succinct findings via mixed media (reports, videos, journey maps etc)
- Support in planning and facilitating ideation sessions and workshops.
- Contribute ideas and collaborate with others to develop ideas into concepts.
- Support the team in developing prototypes and stimulus for testing and learning.
- Craft hypotheses and success metrics to evaluate concepts during testing.
- Support in the creation of project deliverables including service blueprints, insights reports, delivery roadmaps and end to end experience strategies.

This role will see you working with a diverse stakeholder group across the business. A proactive problem-solving approach coupled with clear, open and consistent communication style will set you up for success in this position.

**What you'll bring**

Your skills as a hybrid researcher/designer will contribute towards developing the experience strategy for many products and services across the Group that have multiple touchpoints, including our customers, employees, technology, systems and processes.
- You have experience across UX, Service Design, or Design equivalent, Customer Experience, Behavioural Research (agency or client side).
- You are curious to explore how things work and why people think and behave the way they do, with deep empathy for the customer and staff.
- You challenge assumptions and the status quo, through an inquisitive mind and out of the box thinking.
- You communicate concepts and ideas effectively visually.
- You are an active listener and work well with a diverse group of thinkers.
- You approach problems systematically with a natural ability to zoom in and out from big picture to detail understanding.
- You have a base working knowledge of UX, interaction design and usability principles.
- You are curious and eager to explore new tools, and emerging techniques and approaches in design and research.
- You thrive within both a self-directed and team culture and navigate ambiguity comfortably.

At CommBank, we're committed to building a diverse and inclusive workforce reflecting the customers, businesses and communities we serve. As a value's driven organisation, we nurture and support our people; through focussing on skill and talent development, collaboration, flexibility and internal promotion. With service in mind at every touch point, we take accountability for the role we play in securing and enhancing the financial wellbeing of people, businesses and communities. At CommBank you can be you.

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Advertising End Date: 27/10/2024

Job ID REQ217996