Principal Service Designer

As a Principal Service Designer within Westpac’s Digital Strategy and Experience (DSE) team, you will play a critical role in developing human-centred solutions that align with Westpac’s transformation goals. From initial research to ideation and implementation, you will champion Human Centred Design (HCD) principles, practices, and findings to create exceptional employee and customer experiences.

This role will require strong stakeholder management skills, with a focus on testing both conceptual propositions and detailed interventions in both end-to-end journeys and detailed service scenarios. You will lead small teams of Service Designers to investigate, prototype, and create end-to-end customer journeys, frameworks, and other artefacts to communicate key CX and EX concepts, balancing feasibility and viability.

You will work alongside Service Design Leads, UX Leads, and Service Owners to advocate for customers and bankers, influencing and defining roadmaps across digital and other channels. You will also actively engage with the wider digital experience teams to align CX and EX across Westpac’s service ecosystem. Additionally, you will mentor and coach junior designers as a senior practitioner in the team.

What’s in it for me?

You’ll play a significant part in the future of a business that has been around for over 200 years. Our purpose is to create better futures together. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

What do I need?

• We are looking for a talented person who demonstrates:
• 7+ years of experience in customer-centric transformation and human-centred service design, or related fields.
• 2+ years of experience leading and managing small teams of designers within larger cross-functional teams.
• Ability to identify customer, employee, and business value within ambiguity.
• Experience designing for multi-channel services, including digital, physical, and call centres.
• Strong time management skills and adaptability to a diverse set of challenges.
• Deep practical experience in Human Centred Design (HCD) processes and applied methods within agile and waterfall environments.
• Excellent storytelling, workshop, and facilitation skills.
• Experience in customer research, service prototyping, and testing.
• Exceptional communication skills.
• Ability to set expectations and manage stakeholders at all levels of the organisation.
• Familiarity with design and collaboration tools such as Figma, Adobe, Confluence, JIRA, and Miro.

Desirable Experience:

• Qualifications or deep experience in design or adjacent fields, such as industrial design, architecture, psychology, user experience design, or others.
• Experience in highly regulated and/or complex service industries.