Cx & Service Design Lead - Sydney, Australia - Westpac Group

Westpac Group

Verified Company

Sydney, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Get set for your next great career move _

Consumer & Business Banking
Sydney CBD office, with flexibility of a hybrid work arrangement
Be a part of Westpac's supportive and inclusive team culture

How will I help?
The Role

This role is part of _Strategic Design & Customer Journeys _in the _Digital Experience division _of the Westpac Group.

The _CX & Service _Designer Lead _is responsible for a team of _Strategic Designers _leading hands-on project work, running research and discovery activities to ensure great experiences for our customers across all business units.

They will be responsible for both discovery and early ideation activities across the Human Centred Design process before creating warm handovers to digital product design teams.

This role works closely with the wider DX team, business stakeholders, as well as Product and Transformation Delivery teams.

Responsibilities:

The role responsibilities include but are not limited to:

Lead and grow a team of _CX and Service Designers _
Provide strategic direction and mentorship to individuals
Partner with product and business teams to define strategic opportunities that deliver customer and commercial outcomes
Lead and influence across varied stakeholder groups to ensure the customer is at the heart of decisionmaking, and makes tradeoffs that help us achieve our strategic objectives
Work with business units to scope, manage and shape initiatives leading up to the _Digital Front Door _and onto agile release trains
Lead research and discovery activities, including shaping problem and opportunity statements, market scanning and competitor landscapes, future trends, workshop facilitation, conducting indepth banker and customer research through a variety of methods, conduct desirability assessments
Develop and deliver endtoend Customer Journeys and Service Blueprints
Advocate for humancentric methodologies and working rhythms across broader business teams
Be able to manage senior stakeholders and articulate both customer insights and the intent of an experience effectively
Mentor, teach, and immerse the organisation in human centred design methodologies as a true HCD advocate
Identify opportunities to combine, align, and bring closer together disparate initiatives, using the Experience Framework to guide this

What's in it for you?

We're going through significant change, and this is an opportunity to work closely with our business through the next phase of transformation.

You'll play a significant part of the future of a business that has been around for over 200 years. So, we'll back you in the development of your career, and flexible working. You'll also keep learning to grow, backed by a fantastic team of people within a can-do, supportive structure.

What do I need?

10+ years experience in driving excellence in customer research and humancentered design, or related fields
Experience managing teams and providing design leadership
Deep practical experience in the humancentered process and applied research methods
Practical experience in designing, conducting, and guiding customer research activities, from focus groups to oneonone interviews, ethnographic research, and behavioural analysis
Flawless communication skills

Ability to manage stakeholders at all levels of the organisation and external agencies, managing their expectations effectively and clearly

What is it like to work there?

We aim to provide one big, supportive team _
_to help us achieve our purpose of creating better futures together __. As an equal opportunity employer, we're proud to have created a culture and work environment that values diversity and flexibility and champions inclusion. _

How do I Apply?

_Do you need reasonable adjustments during the recruitment process? _

At Westpac we are committed to providing a supportive culture and creating inclusive and accessible workplaces, branches, products and services for our customers, employees, and community. _