Service Designer

Your key responsibilities

In this role you will uncover salient and latent needs that drive desirable and differentiated value across the entire IB&M customer journey.

• Lead all service design activities and be responsible for deliverables throughout the projects – planning, shaping, driving, designing and collaborating with clients, stakeholders and the wider project team.
• Work closely with IB&M Relationship Managers to establish, manage, and build client relationships, including problem solving sessions and idea co-creation.
• Uncover user needs through a range of research techniques, develop relevant and actionable insights, generate concepts, and craft how people will interact with the products and services we design.
• Process and analyse a variety of structured and unstructured information to map complex journeys and processes – giving context to customer needs, touchpoints and pain points.
• Lead the development of service concepts, blueprints and other service design artefacts.
• Scope, plan and conduct concept testing sessions with IB&M clients – uncovering insights that shape and guide design decisions.
• Effectively communicate and guide design concept presentations to internal senior executives and clients – explaining, discussing and justifying design decisions.
• Work with business and technical stakeholders to scope enablers; using mixed methods and approaches to bring integrated value to our clients.
• Actively participate in new IB&M business development efforts by providing expert information in pitch and bid response efforts and client meetings.
• Be an ambassador and champion for design at CBA, building culture, attending and planning community events, workshops, and conferences.
• Upskill IB&M Front Line Teams in experience design, design thinking and research techniques to enable teams to build deeper client relationships and identify new opportunities for the Group.