Senior Service Designer

As a Senior Service Designer within the Digital Strategy and Experience (DSE) team, you will lead and execute design initiatives across Lines of Business and Digital Trains. You will play a critical role in delivering human-centred solutions that align with Westpac Group’s digital transformation goals. From initial research to ideation and implementation handover, you will champion Human Centred Design (HCD) principles to create exceptional customer experiences.

Your responsibilities will include:

• Acting as a coach and standard-setter, mobilising teams behind a clear vision and action plan.
• Conducting quantitative and qualitative research, synthesising insights, and creating journey maps, initiative cards, user flows, and low-fidelity prototypes.
• Leading end-to-end validation and testing, including planning, facilitation, and results presentation.
• Facilitating design workshops and advocating for customer-centric design through effective storytelling.
• Supporting decisions based on HCD principles and research findings to align with customer needs.
• Providing leadership and design governance across digital initiatives while collaborating in an agile environment.
• Attending key project meetings such as daily stand-ups and agile planning sessions.
• Working with strategy, product, and project teams to ensure designs are implemented as envisioned.
• Collaborating with design practitioners across the organisation to drive cohesive design outcomes.

What’s in it for me?

In this role, you’ll have the opportunity to shape Westpac Group’s digital transformation journey by delivering human-centred, innovative solutions that directly impact our customers. You’ll work alongside a talented, collaborative team and be empowered to drive change through creative problem-solving and impactful design.

Westpac offers a supportive, inclusive work culture, along with competitive benefits to help you balance your priorities and develop your career.

What do I need?

To excel in this role, you’ll need:

• 5+ years of experience in customer-centric experience design and Human Centred Design (HCD) methodologies.
• Deep practical knowledge of the HCD process and applied methods, particularly within an agile environment.
• Hands-on expertise in customer research, prototyping, and testing.
• Exceptional communication and storytelling skills to advocate for customers effectively.
• The ability to manage senior stakeholders and align their expectations with strategic design objectives.
• Additionally, you should demonstrate:
• Strong collaboration skills with internal teams and external agencies.
• A proactive, solutions-focused approach to design challenges.