Senior Service Designer

About the role

Join one of Australia’s largest design teams as a Senior Service Designer led by our new Chief Design Officer.

We, the nab.design team, are looking for an amazing Senior Service Designers to make a difference to millions of our customers who connect with us daily. We do this by instilling the following Design Values:

• Respect and trust one another to deliver
• Seek to collaborate
• Take ownership and be accountable
• Maintain a learner’s mindset
• Create quality work consistently

The role has the responsibility of designing the end-to-end journey of a service. The role has the responsibility for applying human-centred design (HCD) techniques to create best in class, usable and inclusive designs for products, services and features to achieve NABs strategic ambition of improving our customer and banker experience.​

You will Design and launch experiences that empower, inform and delight customers and colleagues; creating lasting value for customers and for our business.

What you’ll bring:

• Strong experience working as Service Designer or CX designer.​
• Demonstrated ability to partner and successfully work with multiple disciplines and complex teams and demonstrate the value of design.​
• Exceptional service design skills that utilise a variety of research methods and provides clear pathways forward.
• Thorough expert analysis and synthesis skills – translates research insights into design solutions and provide strong rationale for the design decisions made.
• Demonstrated ability to create artefacts such as insights and recommendations papers, customer journey maps, service blueprints, and personas / archetypes.
• Advocate for the user and ensures user needs are well addressed in the solution design.
• Demonstrates inspiring customer experience expertise to stakeholders and squad members.
• Eloquently and confidently presents their research findings and solution ideas to senior stakeholders and leadership teams.
• Masterfully facilitates workshops utilising a broad suite of facilitation and research methods.
• Actively participates in designer forums working tirelessly to improving design maturity and champion design across the organisation.
• Takes the time to mentor other designers.

Your Skills and Experience:

• Mindset – Deep understanding of human-centred design (HCD), applying customer-centric and design thinking to create outstanding customer and banker experiences; have a growth mindset striving for personal and organisational growth.
• Coaching and mentoring – Experience in coaching and mentoring others designers working in your squad/domain.
• Design Strategy – Highly experience in strategic design including identifying and evaluating value proposition, brand proposition, and conducting customer segment analysis.
• Journey Mapping and Service Blueprints – Highly experienced in setting the approach and creating stakeholder, empathy, and journey mapping, ecosystem mapping, developing service blueprints and creating personas and archetypes.
• Research and Testing – Create plans and perform a variety of research techniques including desktop research such as landscape and competitive analysis, literature reviews, benchmarking, and analytics; quantitative research such as contextual inquiry and qualitative research such as interviews and testing.
• Workshops and Co-design – Plan and run workshops, and co-design sessions to obtain desired outcomes and key actions.
• Prototyping and Storyboards – Highly competent in conceptual prototyping and creating story boards.
• Design Documentation – Strong experience in creating design specifications including problem definition and design proposals.
• Accessibility – Strong experience applying accessibility guidelines to create inclusive design.
• Collaboration – Lead and collaborate closely with a cross functional team of Designers, Product Owners, Technical Analysts, Engineers/Developers, and other experts across the business to define cohesive, accessible, attractive design standards, interaction patterns, and styles across our entire suite of products.
• Communication – Strong engagement and communication between technical and business stakeholders, building rapport and maintaining stakeholder relationships, communicating confidently, and presenting in a clear, concise and articulate manner to all stakeholders.