We’re excited by design!

We’re a big bank with a simple ambition: extraordinary outcomes and experiences for our customers and staff.

To reach this goal we’ve embedded Human-Centred Design (HCD) principles into the creation of our products and services with our customers’ front and centre.

We have an exciting opportunity for a Senior Service Designer to champion the design and delivery of holistic, customer-centric solutions that help to improve the financial wellbeing of our customers.

In this role you will…

• Work on both digital and bank-wide projects using your service design experience to make sense of complex processes and remove pain points for our customers and employees
• Visualise end-to-end customer journeys by mapping the relationship between different components, considering people, props and processes.
• Analyse business processes to understand where they provide value to the business and customers, and design or optimise them where they are creating friction
• Be out and about researching, ideating and testing ways of delivering new experiences or improving existing ones for our customers and employees.
• Use a range of research techniques to capture, translate and communicate customer insights into actionable recommendations, to help teams understand the customer’s view.
• Advocate for inclusive design principles across projects and initiatives
• Work collaboratively with partners and stakeholders to bring them along on the discovery journey with you and to bring a solution to life.

Role Location: Wellington or Auckland

Role Type:  Permanent

Hours: Business hours with plenty of flexibility available

Now, what about you?

You are an experienced service designer, passionate about understanding both the needs of customers and employees, and creating experiences that are human focused. You value empathy in your interactions, and delight in sharing the actionable insights you have created from customer research and analysis of business processes.

Through your experience, you can demonstrate that you have:

• A thorough understanding of the many facets of design and design thinking
• 5-8 years’ experience designing end-to-end, customer-focused services, across a range of touchpoints and channels
• An ability to bring touchpoints to life in a compelling way through sketches, customer insights and mapping, to improve customer experiences
• The ability to develop strong collaborative relationships – facilitating, managing, influencing, and communicating effectively with partners at all levels
• A fascination with how customers experience products and services and have a hunger to improve those experiences
• A strong focus on applying ethical and inclusive design practices in service design.