Senior Service Designer

About the Team
The Strategic Design team is part of the Customer, Digital and AI business unit. We bring rich research insights and design direction to complex problems across the Group. In this role, you’ll focus on the Home Buying journey, looking holistically at people’s needs—how they interact with technology, products, services, and each other—to design meaningful experiences that support their path to home ownership.

What You’ll Do

• Your hybrid design/research skills will help shape cohesive experience strategies across the home buying journey. You’ll apply Human Centred Design (HCD) principles and mixed methods to:
• Conduct primary and secondary research with home buyers, staff, and stakeholders to uncover pain points and opportunities.
• Synthesise insights to reframe problems and identify areas for innovation in the home buying experience.
• Co-create future state experiences with customers and stakeholders using creative tools and methods.
• Design and test concepts iteratively, developing hypotheses and evaluation plans tailored to the home buying context.
• Map end-to-end journeys across multiple touchpoints – digital platforms, branch interactions, broker relationships, and support services.
• Develop service blueprints, customer value propositions, experimentation canvases, and delivery roadmaps informed by research.
• Support and coach team members through all stages of the design lifecycle – from discovery to delivery.
• Engage stakeholders across the business, building buy-in and presenting outcomes with clarity and impact

What You’ll Bring

• Experience in UX, Service Design, Customer Experience, or Behavioural Research.
• A natural curiosity about how people think and behave, especially in high-stakes decisions like buying a home.
• Systematic problem-solving skills with the ability to zoom in and out for both detail and big-picture thinking.
• Deep empathy for customers and a commitment to improving their financial wellbeing.
• Confidence to challenge assumptions and explore new possibilities.
• Ability to balance customer needs with business goals and regulatory requirements.
• Strong collaboration and communication skills across disciplines.
• Excellent facilitation and storytelling abilities to bring ideas to life.
• Enthusiasm for mixed methods and tools -Service Design, Design Thinking, Systems Thinking, and Behavioural Design.
• Working knowledge of interaction design and usability principles.
• Comfort with ambiguity and a self-directed working style.