Responsibilities Define and create best-in-class customer experiences for products, services and features within a project or initiative ensuring the customer-facing experience is supported by banking operations Design the experience using insights from qualitative and quantitative research, and create artefacts such as customer journey maps and service blueprints, customer personas, task flows and experience concepts to progress concepts towards solution mode Conduct research and co-design with customers to further define solutions, and validates the preferred solution with customer testing Support roadmap definition and other business requirements activities to create best in class customer experience Influence the business around moving towards solutions that meet both customer and business oues.Understand key metrics and measures of success, and report on eventual oues Knowledge, Experience and Technicalpetencies required Mindset - A solid grasp of human-centred design (HCD) applying customer-centric and design thinking to create outstanding customer and banker experiences.Have a growth mindset striving for personal and organisational growth.Design Strategy - Experience developing design strategy including identifying and evaluating value proposition, brand proposition and conducting customer segment analysis.Journey Mapping & Service Blueprints - solid experience in stakeholder, empathy and journey mapping, ecosystem mapping, developing service blueprints and creating personas and archetypes Research & Testing - plan and perform a variety of research techniques including desktop research such as landscape andpetitive analysis, literature reviews, benchmarking and analytics; quantitative research such as contextual inquiry & qualitative research such as interviews and testing Workshops and co-design - Ability to plan and run workshops and co-design sessions to obtain desired oues and key actions.Prototyping & Storyboards -petent in conceptual prototyping and creating story boards Accessibility - experience applying accessibility guidelines to create inclusive design Design Documentation- experience creating design specifications including problem definition and design proposals.Collaboration - Ability to collaborate closely with a cross functional team of Designers, Product Owners, Technical Analysts, Engineers/Developers and other experts across the business to define cohesive, accessible, attractive design standards, interaction patterns and styles across our entire suite of products.A diverse and inclusive workplace works better for everyone We know that our people make us who we are.That's why we have built a culture of equity and respect - where everyone feels valued and appreciated for being their authentic selves.In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues' unique backgrounds and identities are understood, respected and celebrated.We aremitted to providing an environment where you can work your way.For details on the recruitment process, and accessibility, please visit To discuss adjustment requirements, please contact the NAB Careers team, via (please reference job number) or visit our Careers page through the link above for other contact options.Join NAB If you think this role is the right fit for you, we invite you to apply.Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.Unsolicited CVs from agencies will not be accepted.#LI-DNI Advertised: 07 Jun 2024 6:00 AM AUS Eastern Standard Time Closing: 21 Jun 2024 11:55 PM AUS Eastern Standard Time Job ID 794364
