Job Description

Create your best future and join the Chief Transformation Office as a Senior Service Designer (max term/fixed term contract).

What’s the role?

As a Senior Service Designer within Westpac’s Chief Transformation Office, you will play a critical role in delivering human-centred solutions that align with Westpac Group's transformation goals. You will design end-to-end experiences, multi-channel experiences across discovery through to concept definition and delivery alignment - bringing clarity to complex, regulated problems and ensuring solutions improve both customer and staff experiences. You will work with cross-functional teams (product, technology, operations, risk/compliance and data) to define the service intent, blueprint the end-to-end service, and enable high-quality implementation handover.

You will work closely with senior leaders across strategy, product and delivery to shape and deliver high‑quality experiences. You will use clear storytelling, evidence and insight to influence decision‑making, manage expectations, and ensure experiences are brought to life as intended. You will partner with stakeholders and fellow designers throughout the end‑to‑end design process, from discovery through to delivery. This includes advocating for customer and employee needs through the effective use of Human‑Centred Design (HCD) methodologies and translating experience intent into outcomes that can be confidently delivered by cross‑functional teams.

Key responsibilities include:

• Influencing senior stakeholders across strategy, product and project teams using clear, evidence‑led narratives
• Managing stakeholder expectations and decision pathways to support effective implementation of experiences
• Conducting quantitative and qualitative research, synthesising insights into clear experience narratives
• Collaborating with designers and experts across the organisation to create service propositions, journey maps, service blueprints and low‑fidelity prototypes
• Designing, planning and facilitating workshops to drive alignment and tangible decisions
• Producing clear experience requirements and partnering with product, technology, operations, risk/compliance and data teams to enable delivery‑ready outcomes and effective handovers
• Attending key project forums such as stand‑ups and planning sessions to support continuous alignment
• Contributing to capability uplift across the design community through templates, patterns, coaching and pairing
  

What do I need?
To be successful in this position you should have proven experience in service design, strategic design, HCD or related fields with a portfolio demonstrating impact. As well as this you should have a practical toolkit across research, synthesis, journey mapping, blueprinting, prototyping and testing.
Additional skills and experience required include:

• 
  Ability to work in a complex environment with multi channels, legacy constraints, high change and ambiguity
• 
  Strong stakeholder engagement with the ability to present and influence stakeholders
• 
  Working knowledge of modern design and research tools (EG. Figma, UserTesting etc)
• 
  Experience in Financial services or other highly regulated environments is highly desirable
• 
  Any experience in supporting transformation programs involving platform / process consolidation and migration will be highly advantageous

Why join us?
We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
• Tailored learning and development opportunities to help your grow your career within the bank.
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives.

Create your future today
To get started, simply click on the APPLY or APPLY NOW button | #UNITEProgram

We’re all about creating a supportive and inclusive community. We welcome everyone no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page, under the ‘Diversity, sustainability and flexibility’ section.