Lead Service Designer/CX

• Lead a passionate team!
• Utilise your design and leadership expertise
• Make an impact on NAB customer experience
• 6 month opportunity

About the role

As a Lead Service Designer, your purpose will be to inspire experience design practitioners on projects and initiatives and to create solutions that provide a best in class experience for NAB customers!

Role Responsibilities, as a Design Lead

• Design Champion :
• Experienced in Service Design and CX in a lead capacity.
• Ability to clearly articulate the value and the role of design across CX, UX & UI.
• Advocate for the customer and guide the direction of initiatives accordingly and recommend desirable solutions using best practice and design methodologies.
• Validate customer and business viability and feasibility by using data and insights to support the direction.
• Champion the use of NAB design methodologies and tools.
• Program and Resource Management :
• Define the approach for design and create and manage the plan to realise opportunities.
• During the program you will be responsible for :
• Leading the project to deliver on time and budget, and delivering efficiencies where possible within programs of work
• Resource management to ensure capability and capacity are being met to align to the program needs.
• Work within NAB controls and procurement procedures.
• Stakeholder management and Business engagement :
• Build trust and create connections across the program and senior management.
• Work across NAB to drive outcomes of initiatives.
• Report on program outcomes and facilitating showcases of progress.

Knowledge & Technical Competencies Required

• Excellent communication and influencing skills to advocate for delivery that is customer-led, and driven by desirability as much as viability or feasibility
• Experience in leading other designers, specifically around user interface design, user navigation and screen flows on complex programs of work.
• Experience in building and delivery a digital platform and knowledge around user access management, self service / service requests, etc.
• Working understanding of an Agile delivery framework, using relevant practices and principles such as Lean UX, Minimum Viable Product, user stories, acceptance criteria, and rapid prototyping
• Ability to guide a team’s discussions and ideas into conceptual designs, and guide discussions to a strong design which reflects customer and business needs
• Ability to direct activities through project teams such as : customer experience research, synthesis and insight generation, ideation, creation of personas and customer journey maps, conceptual design, sketching, Wireframing, prototyping, and customer validation activities, while ensuring designs are Accessible
• Deep understanding of Design Thinking and HCD methodologies, and a true passion for human-centred design
• Strategic thinker that can support the strategic direction of a portfolio or program of work, as well as the vision and goals of the division