Senior Service Designer
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Job number: 796887
Business unit: Group Chief Operating Officer
Primary position location: 395 Bourke St, Melbourne, VIC
Work type: Permanent Full time
Region: VIC- Melbourne inner
This Senior Service Designer will be working along side a Principal Product Designer and our product team to design great experiences that help our bankers serve our business customers. To do this they will need to map the various service episodes and interactions for our bankers in servicing their customers, along with the systems and internal processes.
- Drive customer obsession through best-in-class banker experience
- Join a dynamic team that embraces human-centred design thinking
- More than a career – we invest in our people to promote growth so that everyone can reach their full potential
In this Senior Service Designer role, you will
- Define and create best in class banker experiences for products, services and features within a project or initiative ensuring the banker-facing experience is fit for purpose.
- Design the experience using insights from qualitative and quantitative research and create artefacts such as banker journey maps and service blueprints, banker personas, task flows and experience concepts to progress concepts towards solution mode.
- Conduct research and co-design with bankers to further define solutions and validates the preferred solution with banker testing.
- Support roadmap definition and other business requirements activities to create best in class banker experience
- Influence the business around moving towards solutions that meet both banker and business outcomes. Understand key metrics and measures of success, and report on eventual outcomes.
Knowledge, Experience and Technical Competencies required
- Mindset - A solid grasp 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.
- Design Strategy – Experience developing design strategy including identifying and evaluating value proposition, brand proposition and conducting customer segment analysis.
- Journey Mapping & Service Blueprints – solid experience in stakeholder, empathy and journey mapping, ecosystem mapping, developing service blueprints and creating personas and archetypes.
- Research & Testing – plan 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 & qualitative research such as interviews and testing.
- Workshops and co-design – Ability to plan and run workshops and co-design sessions to obtain desired outcomes and key actions.
- Communication - Proven experience communicating between technical and business stakeholders, building rapport and maintaining stakeholder relationships, communicating confidently and presenting in a clear, concise and articulate manner to all stakeholders.
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 invite you to apply.
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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