ARCHIVED Finance Full Time
Senior Service Designer
Westpac Group
What’s the role?
We’re seeking a Senior Service Designer to help us reimagine complex customer and banker experiences across channels, platforms, and touchpoints. This is a unique opportunity to be at the heart of a high-impact initiative that will define how we serve millions of Australians. You will be joining our growing team of Service Designers within Westpac’s Group Transformation Office, and will you’ll play a pivotal role in designing seamless, human-centred experiences that span digital, physical, and assisted channels. You’ll work closely with cross-functional teams to ensure our transformation delivers real value to customers and bankers alike.
Responsibilities include:
- Leading end-to-end research and prototyping initiatives: planning, preparation, facilitation, synthesis and present findings.
- Developing and delivering end-to-end customer journeys, propositions and service blueprints.
- Planning and facilitating workshops that are purposeful, engaging and deliver outcomes.
- Translating insights into actionable concepts, service blueprints, experience principles, as well as delivery and design recommendations.
- Navigating complexity across systems, channels, and business units to deliver integrated experiences.
What do I need?
To be successful in this position you will be a forward thinker who can work in a fast paced, ever-changing environment. You will be able to be adaptable and work with unknown scopes. You will have experience in service design, strategic UX or CX, or technical roles, ideally within large-scale transformations, financial services or other complex service industries. As well as this, practical experience in end-to-end research activities: from defining, to conducting research, focus groups, one-on-one interviews, ethnographic studies, and analysis is also needed.
Other skills and experience include:
- Ability to proactively engage and collaborate with stakeholders at all levels in an organisation – independently and with guidance from more senior designers.
- Strong storytelling and visualisation skills to bring clarity to ambiguity and communicate design intent.
- A collaborative mindset and ability to influence across disciplines.
Job Details
| Date Posted | November 5, 2025 |
| Status | Active |
| Location |  Sydney NSW, Australia |
| Industry | Finance |
| Type | Full Time |
| Position | Senior |
| Job Expiry | November 18, 2025 |
| Salary | Unspecified |
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