Principal Service Designer

• Max Term 12 Months) Fulltime likely to extend
• Location: Sydney NSW (Hybrid)
• This role focuses on uplifting our frontline Bankers and Operational Teams experience through a centralised digital platform as part of the UNITE technology simplification initiative.

As a Principal Service Designer within Westpacs Digital Strategy and Experience (DSE) team you will play a critical role in developing humancentred solutions that align with Westpacs 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 endtoend journeys and detailed service scenarios. You will lead small teams of Service Designers to investigate prototype and create endtoend 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 Westpacs service ecosystem. Additionally you will mentor and coach junior designers as a senior practitioner in the team.

Youll 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 well back you in the development of your career internal career prospects and flexible working. Youll also keep learning to grow your career backed by a fantastic team of people with a cando 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.

• We are looking for a talented person who demonstrates:
• 7 years of experience in customercentric transformation and humancentred service design or related fields.
• 2 years of experience leading and managing small teams of designers within larger crossfunctional teams.
• Ability to identify customer employee and business value within ambiguity.
• Experience designing for multichannel 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.

We are a collaborative team of passionate people with a shared ambition to make a difference for our customers our communities and each other. At Westpac making a difference means creating impact unlocking our own and each others passions and transformative success stories to create better futures together.

As well as competitive remuneration and a great culture joining the Westpac family gives you access to a wide range of employee benefits to help you manage your priorities whether that means family life work/life balance ambition to grow or all the little perks in between.

Well empower you to shape your career path. Through personalised upskilling mentoring and training opportunities youre in control of where you start and how youll grow.

As an equal opportunity employer we are proud to have created a culture and work environment that values diversity and flexibility and champions inclusion. Hear from some of our people and their experiences working with us.

Start here. Just click on the APPLY or APPLY NOW button.

At Westpac were all about creating a supportive culture and ensuring our workplaces branches products and services are accessible and inclusive for everyoneour customers employees and the wider community. If youre interested in discussing workplace flexibility please feel free to mention it in your application.

We invite candidates of all ages genders sexual orientation cultural backgrounds people with disabilities neurodiverse individuals veterans and reservists and Indigenous Australians to apply. If you have questions about the recruitment process please email

Were committed to making our recruitment process accessible to all candidates including those with disabilities or specific accessibility needs. For further information and additional contact details visit the People with Disability and/or needing Accessibility Requirements page on our website:
Experience:

Staff IC