Strategic Service Designer

Create your best future and join Westpac Consumer as a Strategic Service Designer. Full time permanent role Sydney location Hybrid opportunity Note: The internal title of this role is Senior Manager, CVP Development.What''s the role?Shape and sequence target and future state customer and banker experiences that meet customer needs and organisational objectives. Act as the bridge between strategy and delivery, translating strategic intent into tangible, prioritised activities and end-to-end experiences that are tested with customers, compliant by design, and deliver measurable value to the business. Key Accountabilities:Lead the strategic design of endtoend customer experiences, defining the vision and translating itinto prioritised, actionable initiatives. Use research, data, and design methods to identify opportunities, define customer needs, and shape solutions with measurable impact. Influence and engage senior stakeholders, customers, SMEs, and partners to drive alignment and support decision-making. Work across multidisciplinary teams to embed best practice, build capability, and ensure initiatives are reflected in delivery roadmaps. Conduct discovery, definition, and concept development workcreating artefacts, prototypes, and MVP recommendations for delivery. Monitor initiative delivery, track impact on customer pain points, and champion continuous improvement using bestpractice patterns. What do I need?Bachelor''s degree in human-centred design or related field, or equivalent professional experience. Background in strategic design, service design, experience design, or UX design coupled with 5 years'' experience in Financial Services Data-focused design mentality, with experience briefing and utilising qualitative and quantitative research. Proficiency in design thinking, collaborative ideation, and blended research methods. Experience working in agile environments; advanced Powerpoint and proficiency in tools such as Figma and others also desirable (Sketch, Adobe Suite, Mural, Miro). Passion for customer-centred design and championing the voice of the customer. 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 todayTo get started, simply click on the APPLY or APPLY NOW button 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 out more information and additional contact details by visiting the "People with Disability and/or needing Accessibility Requirements" page on our website.

Created: 2026-02-11