Senior Consultant, Service Designer
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Job number: 796574
Business unit: Business and Private
Primary position location: 10 Carrington St, Sydney, NSW
Work type: Permanent Full time
Region: NSW- Sydney CBD, VIC- Melbourne CBD
- Be part of the exciting domain centre of excellence team that has a supportive, engaged, and collaborative culture.
- Influence customer-led solutions and deliver impactful design to drive exceptional client and colleague experience.
- Be supported to grow your career at NAB.
In this role, you will:
- Forge strong business relationships across the value chain, to develop a deep understanding of the HNW domain’s products and services within NAB Private Wealth (NAB private bank), nabtrade and JBWere.
- Define service design principles based on industry best practice and best in class competition.
- Facilitate workshops to elicit current-state customer and/or colleague journey (end-to-end); and then either re-engineer or design future-state for various products/services.
- Lead the design of the business service model, clearly illustrating through a Figma artefact or service blueprint, how the customers and business interact to achieve the desired outcome and experience benchmark.
- Ensure the signed-off target-state journey and service model are incorporated into future-state operational process design, business requirements and product design.
- Collaborate with cross functional teams such as Strategy, Product, Operations, Marketing, Risk, Compliance, Technology and Product Design to ensure successful execution and delivery.
What you will bring:
- Exceptional service design with working knowledge of the design process, experience design methodologies and principles and demonstrated experience working in Agile, using agile tools & methods. Ideally on strategic and/or transformational projects.
- Strategic thinking mindset with deep business operations and human-centered design understanding.
- Journey mapping and Service model design – Highly experienced in setting the approach and creating stakeholder, empathy, and journey mapping, ecosystem mapping, and developing service models.
- Strong facilitation and co-design skills to obtain desired outcomes and key actions.
- Strong written and verbal communication skills to confidently communicate, influence, and negotiate with key stakeholders.
- 5+ years' experience working within the Banking and Financial Services industry, or within a consulting firm; preferably within securities broking and/or Wealth Management
A diverse and inclusive workplace works better for everyone
We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.
For details on the recruitment process, and accessibility, please visit www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team, via nab.careers@nab.com.au (please reference job number) or visit our Careers page through the link above for other contact options.
Join NAB
If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.
Advertised: AUS Eastern Daylight Time
Closing: AUS Eastern Daylight Time
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