Key Requirements:
Experience:
Minimum of 6-8 years of experience as a Service Designer, with at least 2 years working in the banking and financial services domain.
Proven experience in designing and optimising complex customer journeys within banking, such as mortgage applications, account management, or digital payments.
Skills & Proficiencies:
Proficiency in service design tools like Miro, Figma, or Lucidchart to create service blueprints and journey maps.
Strong understanding of customer research methodologies (e.g., personas, journey mapping, service blueprinting).
Experience in designing for digital banking services, as well as integrating these with physical banking channels (branches, ATMs).
Knowledge of process improvement methodologies such as Lean or Six Sigma is advantageous.
Familiarity with compliance regulations in the banking sector, including GDPR, PSD2, and Open Banking initiatives.
Banking Expertise:
Solid understanding of banking products and services, including personal and business banking, payments, loans, and financial advisory services.
Experience in dealing with specific banking challenges such as regulatory compliance, risk management, and security requirements.
Knowledge of core banking systems and how front-end services interact with back-end processes and operations.
Research & Analytical Skills:
Strong ability to collect and analyse qualitative and quantitative data to inform service design decisions.
Experience in conducting usability testing and service validation for both digital and in-person banking services.
Ability to use data to evaluate the effectiveness of service designs and make iterative improvements.
Soft Skills:
Strong communication and presentation skills to engage stakeholders, especially in translating complex service design concepts into actionable insights.
Excellent collaboration skills, with a demonstrated ability to work across departments (IT, marketing, legal, compliance).
Problem-solving mindset with the ability to tackle complex challenges in the financial services sector.
Education:
Bachelor's degree in Service Design, Interaction Design, Human-Centered Design, or a related field.
Certifications or training in banking operations or financial services would be an added advantage.
Job Types: Full-time, Permanent
Pay: $130,000.00 – $140,000.00 per year
Work Authorisation: Australia (Required)
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