Senior Service Designer / Strategic Designer Commonwealth Bank of Australia, Perth, AustraliaStrategic Designer / Senior Service DesignerYou're a curious and collaborative, strategic designer with an action bias and a passion for facilitating experiences that are innovative, useful, and make customers' lives easier.Our team champions customer-led experiences across the delivery lifecycle. Using creativity and human-centred design principles, we help drive Bankwest's ambition to become Australia's favourite digital bank.Who we areThe Digital Content & Experience team at Bankwest is a collaborative, multi-disciplinary team encompassing CX strategy, design, content, accessibility, and website. We help turn strategy into reality through the design of customer-led experiences that bring our brand proposition to life through our app and website.The DC&E team sits within the Customer & Marketing Communications Centre of Excellence and works in close collaboration with delivery crews, product, marketing, risk, technology, operations, and other specialist teams across the bank, as well as agency partners.CX strategy at BankwestThe CX strategy team is responsible for facilitating strategic design and influencing customer experience-led outcomes at Bankwest. Human-centred design is at the core of what we do, helping to connect business strategy, brand strategy, and delivery by applying customer-led design principles that support teams to prioritise opportunities.As a small team, we heavily collaborate with the wider Experience Design & Content team, Marketing, and the Customer Strategy team to influence outcomes from problem to strategic concept through to delivery, ensuring that we're focusing our energy on things that really matter to our customers.The opportunityWe are looking for a Strategic Designer/Senior Service Designer to partner with the Senior Manager CX Strategy & Integration. Your role will include understanding, influencing, and supporting the design of innovative experiences for customers that support our digital transformation. We take an assumption-led approach and holistic end-to-end perspective to support strategic thinking and decision-making to maximise both customer and business value.We are looking for someone with a digital product strategy, innovation, and/or design background, which might mean you have worked as a Digital Strategist, UX Researcher, UX Designer, Strategic Designer, Innovation Lead, or Service Designer in the past. You'll know how to pull together a compelling story, using customer insights and design whilst also having the ability to think big picture and connect recommendations to business outcomes.Key responsibilitiesCreate and collaborate on strategic narratives, frameworks, and business cases to drive decision-making.Take ownership for driving and delivering strategic outcomes at various stages of the project life cycle.Confidently plan & facilitate workshops, including ideation of future state experiences together with customers, stakeholders, and SMEs using creative methods and tools to push the boundaries on what is possible.Design research plans including objectives, hypotheses, and methodologies and effectively communicate that plan to the wider team and business.Plan and facilitate concept and user testing - script writing, recruitment, and execution.Synthesise research outputs into actionable insights with a clear story and sensible next actions.Map end-to-end customer journeys and experiences involving multiple touchpoints, processes, and technology to enable the business to make strategic decisions.Champion a pragmatic human-centred design approach, build capability, and create resources that can be used throughout the bank.Form strong relationships with stakeholders and our wider team to influence outcomes and ensure connection between strategy & execution.The mindsetThrive in ambiguity and at pace: You enjoy problem-solving, creating clarity to drive action, and working in a fast-paced environment.Open-minded and inherently curious: You have experience and can quickly form hypotheses to drive action, but you are open to being challenged and approach opportunities with a growth mindset.Collaborative and independent: You can work autonomously and are self-directed, but also are energized by working in a team.Balance of empathy and business-mindedness: You are an advocate for the customer and empathetic to their needs. However, you also have an action bias, are pragmatic, and understand that the best ideas are the ones that become a reality.If this sounds like you, or even if you believe you've got other relevant experience and a passion for bringing innovation to real human problems, please send through your CV - we'd love to hear from you!If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on.Advertising End Date: 10/12/2024