Service Designer

at  Westpac Group

HOW WILL I HELP?

As a Service Designer within Westpac’s Digital Strategy and Experience (DSE) team, you will execute design initiatives across Westpac’s Lines of Business and Digital Trains. You will play a critical role in delivering human-centred solutions that align with Westpac Group’s transformation goals. From initial research to ideation and implementation handover, you will champion Human Centred Design (HCD) principles and practices to create exceptional customer experiences.
You will work across the Westpac Group advocating for customers and frontline employees on a variety of projects. As a member of the DSE team, you’ll be a part of a strong community of Strategy and Research experts as well as Strategic, Service, UX and Content Designers. As a Service Designer, you will also be part of a growing Guild meeting fortnightly.

Your responsibilities will include:

• Advocating for customers and employees to strategy and delivery teams across Westpac.
• Leveraging existing templates to conduct quantitative and qualitative research, synthesizing insights, and creating journey maps, initiative cards, blueprints, processes, design principles and low fidelity prototypes.
• Working with Lead/Senior Service Designers on end-to-end discovery, ideation, validation and testing, including planning, facilitation, and results presentation
• Facilitating design workshops and advocating for customer-centric design through effective storytelling.
• Deploying HCD methodologies and using your findings to advocate for customers and employees.
• Collaborating with multiple stakeholders from different disciplines in agile and waterfall environments.
• 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 fellow design practitioners and experts across the organisation to drive cohesive design outcomes.

Your responsibilities will include:

• Advocating for customers and employees to strategy and delivery teams across Westpac.
• Leveraging existing templates to conduct quantitative and qualitative research, synthesizing insights, and creating journey maps, initiative cards, blueprints, processes, design principles and low fidelity prototypes.
• Working with Lead/Senior Service Designers on end-to-end discovery, ideation, validation and testing, including planning, facilitation, and results presentation
• Facilitating design workshops and advocating for customer-centric design through effective storytelling.
• Deploying HCD methodologies and using your findings to advocate for customers and employees.
• Collaborating with multiple stakeholders from different disciplines in agile and waterfall environments.
• 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 fellow design practitioners and experts across the organisation to drive cohesive design outcomes.

To excel in this role, you’ll need:

• 2+ years of experience in service design and Human Centred Design (HCD) methodologies.
• Demonstrated practical knowledge of the Service Design processes and applied methods, particularly within an agile environment.
• Experience in customer research, prototyping, and testing.
• Clear communication and storytelling skills to advocate for customers effectively.
• The ability to work under the direction of senior designers and stakeholders and align their expectations with strategic design objectives.
• Additionally, you should demonstrate:
• The right skills and experience collaborating with internal teams and external agencies.
• A proactive, solutions-focused approach to design challenges.
• A collaborative and flexible mindset, with a willingness to embrace ambiguity.
• Consideration of accessible and inclusive desig