Principal Service Designer

• Lead the strategic service design and behavioural research in the Group Transformation Domain’s – Simplification Sub-Domain as Principal Service Designer!
• Drive strategic transformation for banking products and services at NAB, thinking beyond traditional design and can help shape future banking experiences!
• Work in a visionary, cross-functional environment alongside business architects and data mining specialists!

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In the role of Principal Service Designer, you will join the Simplification Sub-Domain at NAB that’s doubling down on customer obsession.

Each Day, You’ll Go Above And Beyond To

• Be a critical thinker with strong point of view to define product, service and business strategies that deliver strategic results for NAB and guide customer/colleague experience decisions.
• Build strong stakeholder, team and external relationships to increase reach, quality and impact of nab design work.
• Provide expert individual contributor delivering scalable, customer-centric solutions, balancing commercial and regulatory requirements
• Create and iterate on frameworks, tools and resources that enable the design team/domain/sub-domain to simplify complex strategic customer decisions.
• Complete user/customer research and testing, leading the strategic integration of insights into design decisions
• Collaborate with stakeholders and cross functional teams to Identify pain points, gaps, and opportunities for improvement
• Mentor and coach designers (no direct reports), fostering their growth and helping them to produce high-quality design work using actionable feedback.

We’re looking for the best and brightest to deliver the best for our customers. You’ll need:

• Extensive experience working as Service Designer or CX designer
• Evangelist and thought leader, visible influencer and has the ability to build a passion for service design within the Domain
• Experience within a finance or service industries
• Demonstrated ability to partner and successfully work with multiple disciplines and complex teams and demonstrate the value of design
• Excellent working knowledge of the design process, experience design methodologies and principles
• Demonstrated strong experience working in Agile, using agile tools & methods
• Strong ability to independently perform the essential capabilities required in this role
• Proven experience setting and using design processes and tools to digitise experiences