Role – Senior Service Designer, Digital Strategy and Experience 12 months Max Term Location: Sydney NSW (Hybrid) Please note that our office closes on 20 December 2024 and we will return on Tuesday 7th January 2025.
We will respond to your application when we return in the new year.
Thank you.
How will I help?
As a Senior Service Designer within the Digital Strategy and Experience (DSE) team, you will lead and execute design initiatives across Lines of Business and Digital Trains.
You will play a critical role in delivering human-centred solutions that align with Westpac Group's digital transformation goals.
From initial research to ideation and implementation handover, you will champion Human Centred Design (HCD) principles to create exceptional customer experiences.
Your responsibilities will include: Acting as a coach and standard-setter, mobilising teams behind a clear vision and action plan.
Conducting quantitative and qualitative research, synthesising insights, and creating journey maps, initiative cards, user flows, and low-fidelity prototypes.
Leading end-to-end validation and testing, including planning, facilitation, and results presentation.
Facilitating design workshops and advocating for customer-centric design through effective storytelling.
Supporting decisions based on HCD principles and research findings to align with customer needs.
Providing leadership and design governance across digital initiatives while collaborating in an agile environment.
Attending key project meetings such as daily stand-ups and agile planning sessions.
Working with strategy, product, and project teams to ensure designs are implemented as envisioned.
Collaborating with design practitioners across the organisation to drive cohesive design outcomes.
What's in it for me?
In this role, you'll have the opportunity to shape Westpac Group's digital transformation journey by delivering human-centred, innovative solutions that directly impact our customers.
You'll work alongside a talented, collaborative team and be empowered to drive change through creative problem-solving and impactful design.
Westpac offers a supportive, inclusive work culture, along with competitive benefits to help you balance your priorities and develop your career.
What do I need?
To excel in this role, you'll need: 5+ years of experience in customer-centric experience design and Human Centred Design (HCD) methodologies.
Deep practical knowledge of the HCD process and applied methods, particularly within an agile environment.
Hands-on expertise in customer research, prototyping, and testing.
Exceptional communication and storytelling skills to advocate for customers effectively.
The ability to manage senior stakeholders and align their expectations with strategic design objectives.
Additionally, you should demonstrate: Strong collaboration skills with internal teams and external agencies.
A proactive, solutions-focused approach to design challenges.
What's it like to work here?
We are a collaborative team of passionate people with a shared ambition to make a difference for our customers, our communities, and each other.
At Westpac, making a difference means creating impact, unlocking our own and each other's passions, and achieving transformative success stories to create better futures together.
As well as competitive remuneration and a great culture, joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities—whether that means family life, work/life balance, or ambition to grow.
We'll empower you to shape your career path.
Through personalised upskilling, mentoring, and training opportunities, you're in control of where you start and how you'll grow.
How do I apply?
Start here.
Just click on the APPLY or APPLY NOW button.
At Westpac, we're all about creating a supportive culture and ensuring our workplaces, branches, products, and services are accessible and inclusive for everyone—our customers, employees, and the wider community.
If you're interested in discussing workplace flexibility, please feel free to mention it in your application.
We invite candidates of all ages, genders, sexual orientation, cultural backgrounds, people with disability, neurodiverse individuals, veterans and reservists, and Indigenous Australians to apply.
If you have questions about the recruitment process, please email ******.
Do you need reasonable adjustments during the recruitment process?
We can provide reasonable adjustments for individuals with disability and/or neurodiversity.
If you require an adjustment to be made during the recruitment process at any stage, please email ******.