Service Designer

What’s your mission?

As a Service Designer you will contribute to the overall value stream mission which is to:
Build on the service design model for transactional banking with the aim to digitise manual processes and deliver a truly transformational experience that meets customers’ Jobs to Be Done (JTBD) and needs within operational and commercial constraints.

You’ll be responsible for:

• Developing the end-to-end service experience for all customers in collaboration with the team
• Mapping the interactions and designing the experience based on feasibility, desirability and viability constraints
• Advising the Value Stream Lead and the Product Owner on critical interactions and requirements to ensure we deliver a consistent experience
• Conducting customer research to inform the service experiences such as interviewing, co-creation and developing and testing prototypes

What will your day look like?
Your day-to-day responsibilities will include:

• Facilitating the creation of service blueprints that capture customer journeys and map against supporting ANZx processes and systems
• Conducting research to understand customers’ cash needs, JTBD and expectations with regards to cash services
• Designing prototypes, pilots and Proof of Concepts (PoC) in partnership with the team and vendors and translating insights into refined services ready for scaled rollout
• Engaging stakeholders and partner vendors about customer insights and service design requirements
• Applying behavioural change interventions and marketing communication strategies to support pilot / rollout delivery

What will be in your toolkit?

• Experience as a service design practitioner, including cross channel design, planning and conducting design research, facilitation, ideation, experience strategy and process design
• Delivery experience and design have been implemented
• Outstanding communication, presentation and negotiation skills
• Demonstrated ability to partner and successfully work with multiple disciplines and complex teams and demonstrate the value of design
• Outstanding project management skills and demonstrated ability to achieve the project brief requirements, within agreed budget and timeframes
• Passionate about creating exceptional customer experiences
• Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate
• ​​​​​​​Strong problem solving skills and ability to understand and simplify complex design challenges
• Ability to challenge yourself and the business on the value that will be delivered to customers