Principal Service Designer
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Job number: 796823
Business unit: Group Chief Operating Officer
Primary position location: 395 Bourke St, Melbourne, VIC
Work type: Permanent Full time
Region: NSW- Sydney CBD, VIC- Melbourne CBD, Hybrid: Work from any Capital City in Australia
- Be part of a design team that has a supportive, engaged and collaborative culture with great leaders who inspire and energise their teams
- Influence customer led solutions and deliver impactful design
- Uplift design maturity across the entire enterprise; become be part of this amazing change!
As a Principal Service Designer, supporting the Personal Everyday Banking experiences, you will
Lead the design of the end-to-end journey of a service by applying Human Centred Design (HCD) techniques to create world-class, inclusive, and resilient products and services for colleagues and customers.
- Lead the design across complex products and services and outcomes within their team/squad
- Lead Service Design in the domain, mentor and coach other designer in the team
- Partner with Domain Owners, Product Owners as a trusted advisor
- Deliver intended design outcomes and for ensuring design quality is met
- Sets direction and embed good practice within teams
- Make important decisions based on research and understand how this research impacts others
- Experience within finance or service industries
What you will bring
- Significant experience working as Service Designer or CX designer.
- Demonstrated ability to partner and successfully work with multiple disciplines and complex teams and demonstrate the value of design.
- Exceptional service design skills that utilise a variety of research methods and provides clear pathways forward
- Thorough expert analysis and synthesis skills - translates research insights into design solutions and provide strong rationale for the design decisions made
- Demonstrated ability to create artefacts such as insights and recommendations papers, customer journey maps, service blueprints, and personas / archetypes
- Advocate for the user and ensures user needs are well addressed in the solution design
- Demonstrates inspiring customer experience expertise to stakeholders and squad members
- Eloquently and confidently presents their research findings and solution ideas to senior stakeholders and leadership teams
- Excellent working knowledge of the design process, experience design methodologies and principles
- Proven experience setting and using design processes and tools to digitise experiences including the use of Figma, Optimal Workshop and Adobe Creative Suite
Your skills and experience
- Mindset – Deep understanding of human-centred design (HCD), applying customer-centric and design thinking to create outstanding customer and banker experiences; have a growth mindset striving for personal and organisational growth.
- Coaching and mentoring – Experience in coaching and mentoring others designers working in your squad/domain.
- Design Strategy – Highly experience in strategic design including identifying and evaluating value proposition, brand proposition, and conducting customer segment analysis.
- Journey Mapping and Service Blueprints – Highly experienced in setting the approach and creating stakeholder, empathy, and journey mapping, ecosystem mapping, developing service blueprints and creating personas and archetypes.
- Research and Testing – Create plans and perform a variety of research techniques including desktop research such as landscape and competitive analysis, literature reviews, benchmarking, and analytics; quantitative research such as contextual inquiry and qualitative research such as interviews and testing.
- Workshops and Co-design – Plan and run workshops, and co-design sessions to obtain desired outcomes and key actions.
- Accessibility – Strong experience applying accessibility guidelines to create inclusive design.
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.
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.
#LI-DNI
Advertised: AUS Eastern Daylight Time
Closing: AUS Eastern Daylight Time
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