Lead Service Designer

Lead Service Designer

It is an exciting time at Macquarie Bank as we look to expand our team of experienced Designers, Business Analysts and Subject Matter Experts within out Wealth Management Division. As the successful Lead Service Designer you will be leading a human centred design team working across Research, Systems and Service Design initiatives that ensure we are delivering a leading digital experience to our clients, advisors, and employees.

What you’ll do:

• Lead and manage a multi-disciplinary team across multiple initiatives.
• Lead service design activities, challenge established thinking, and develop new approaches to complex design problems.
• Design and facilitate workshops for alignment, ideation and iteration, for small and large groups, remotely and in person.
• Visualise complex system and service interactions to inform the roadmap to deliver complex transformation objectives.
• Conduct formative, generative, and evaluative research activities to identify insights from customers, employees and stakeholders using qualitative and quantitative methods, such as unmoderated testing and moderated interviews, surveys and assist with research recruitment.
• Work closely with stakeholders to understand the opportunities within the business (both new and existing streams of work) and scope, estimate and collaborate on the development of roadmaps to deliver value through design activities.
• Design customer centric service and product solutions within a complex ecosystem, enterprise applications and create/evolve design standards.

What we’re looking for: 

• A minimum of 10 years’ experience in design, with proven experience leading human centred design projects and teams.
• An excellent portfolio showcasing in-depth knowledge and experience of Interaction Design and Service Design across varied users, business problems, systems and services.
• Knowledge and experience leading complex transformation initiatives.
• Bachelor’s degree in Graphic Design, Industrial Design, Human Computer-Interaction or equivalent practical experience.
• End to end experience of managing design activities across the user-centred design process including strong design research skills, iterative design and prototyping and facilitation of usability testing.
• Ability to produce high quality artefacts such as personas, journey maps, task models, wireframes and interactive prototypes.
• Highly skilled in design tools such as Sketch, Figma, Adobe Creative Suite.
• Comfortable working in an Agile environment and resilience in the face of shifting priorities.
• Boundless curiosity about how people use technology and how to create great experiences.
• Excellent communication and presentation skills; both written and verbal.
• Ability to play nicely as part of a multi-disciplinary team, inspired by group critique.

Desired skills & experience: 

• Knowledge and experience working on complex transformation initiatives.
• Familiarity with, or willingness to learn Business Model Canvas, Value Proposition Canvas, Jobs to be done methodologies.
• Experience working within financial services, specifically wealth management.