Lead Service Designer

**Req ID**: 48310

**Department**: Insto Relationship Aus Credit Management Services

**Division**: Institutional

**Location**: Melbourne
About the role

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things
- whether they’re buying a home, building a business or saving for things big or small.

This role sits within the WCP Business Services Initiative who have a mission to simplify and enhance the banker & customer experience by unifying multiple systems and data across the wholesale credit ecosystem into a single set of shared services. WCP will increase operational efficiencies through use of automation, create adaptive capacity for frontline bankers and equip them with intelligent insights to identify opportunities to enable focus to be applied to the next best conversation or task. Thereby creating a viable solution for managing customer relations in the wholesale ecosystem and improving banker efficiency and consistency by presenting them with data and insights.

The Lead Service Designer is critical to making this happen and will:

- Working with Product Owners, Lead the design and delivery of end-to-end Service Design for the WCP initiative to support the development of customer-centric / compliance by design solutions across the wholesale credit ecosystem
- Prototype touchpoints along the journey, ranging from screens to service interactions with staff, paper-based forms, systems (flow charts) and storyboards and conduct testing with users to capture insights and feedback
- Working closely & supporting UX Designers, iterate prototypes, wireframes, or screen designs to inform business requirements and document the key features and design requirements
- Create and purposely communicate solutions with appropriate audience-specific mediums, narratives and proof points that solve for needs and serve to inspire the various audiences and stakeholders
- Contribute to business case and business impact assessment development with clear emphasis on the impact on people, operations, systems, and technologies.
- Embed and champion a culture of prioritisation over completion using service design methodologies to challenge the status quo and ensure optimal and best practice outcomes are achieved

**Role Location**: Melbourne

**Schedule**: Full Time

**Role Type**: Permanent

What will you bring?

To grow and be successful in the role, you will ideally bring the following:

- Able to take ambiguous contexts, customer insights and business knowledge to bring to life experiences through sketches, wireframes and prototypes to generate effective design critique and iteration
- Can visualize the end-to-end customer journey, mapping the relationship between different service components; people, props and processes
- Value and process mapping - breaking down processes and proving where they provide value to our business and to our customers
- Ability to orchestrate all of the necessary domains and stakeholders to bring a solution to life
- Designed experiences for a comprehensive set of service touchpoints (e.g. UX design, physical space, assisted channels, print). You have some cross-over into UX for rough wireframing of web experiences
- Experience defining and articulating customer value propositions and their proof points, linking them back to key customer needs and insights. You are comfortable describing them in words and then bringing them to life through prototypes
- Proven understanding, knowledge and experience working with Accessibility standards
- Designing in financial services in an agile environment
- Designing in large scale transformation programs
- Lean (Six Sigma) and Design combined project experience
- Experience in Commercial lending or Institutional Lending or Retail lending (optional but highly desirable)

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So, why join us?

There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

As a Purpose-led bank, we’ve committed to delivering commercial and societal outcomes across environmental sustainability, financial wellbeing and household affordability. We deliver these sustainability commitments with our customers, in our business and across the communities where we operate.

But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate includin