Job Opportunity – Senior Service Designer

August 8, 2015

Senior Service Designer, Customer Centred Design, Customer & Business Services, Westpac Group

The Westpac Group – AU-NSW-Sydney CBD


Job description

Westpac Group is made up of some of Australia’s most recognised financial services brands, including Westpac, St George, Bank of Melbourne, BankSA, BT Financial Group and RAMS. When you join us at Westpac Group you’ll become part of one team striving to reach our vision to be one of the world’s great companies, helping our customers, communities and people to prosper and grow. Several of our roles, such as this one work to support multiple brands and are part of the driving force behind some of Australia’s most successful companies.


Our Team

We are part of the largest diversified financial services company in Australia, touching almost half the Australian population. Our CEO and his team have embraced service design on key strategic programs and are such big fans that we’re embedding our design approach across the business.

We’re passionate about creating world-class product and services for people ­ our customers and employees. Our growing multi-disciplinary design and innovation team is charged with delivering amazing customer experience and helping the entire company build ‘customer centred design’ capability. We’re looking for talented people to join us in this rare opportunity, the role is located in Sydney’s central business district



You are passionate about design and have deep skills in the analysis of customer research to create, build and deliver services that are truly meaningful to customers. You take as much pleasure in the delivery of great design as you do in evolving how design is done, building tools, coaching and inspiring others to apply design (think Lean Startup).

Your current role may be a design researcher, interaction designer or experience designer. You will be able to establish the structure and flow between a person and a product, service or environment and bring to life through inspiring narratives and or concept visualisation. ­

You have excellent written and spoken language skills and a high level of proficiency and familiarity with user testing and early-stage prototyping.

You have delivered projects across a broad spectrum of work, including service innovation and mutli-channel service design development. Much of what you’ve delivered is in market, so you have real working knowledge of the hurdles to overcome to bring something new to life while maintaining customer integrity and design intent.

You have proven experience in leading a project, creating the approach and program governance, managing scope and ambiguous project boundaries. You understand what it takes to build something truly desirable for customers, viable for the business and operationally and technically feasible.

You take initiative and responsibility. You are optimistic, comfortable with uncertainty, communicate with clarity and conviction and drive decision making with a diverse range of stakeholders.

You have 5 years of experience working for an innovation / design consultancy or leading design projects in service companies. Experience in financial services is not a prerequisite, but experience collaborating in large corporations is important.



This is a truly unique opportunity to join a highly experienced team in a company committed to user centred service design and measuring our success by our customers’ success.

Joining Westpac has many perks besides building a long and stable career.

You’ll be:

  • Able have access to some of the best banking, wealth and insurance benefits in the market
  • Offered a highly competitive remuneration that is fair and consistent for all our people
  • Entitled to a suit of online learning, training modules and career planning tools to grow with us
  • Encouraged to participate in the community through paid volunteer leave and secondments available
  • Be encouraged to adopt a positive work-life balance through a range of flexible work options.

Westpac Group is an equal opportunity employer. As part of our commitment to creating a diverse and inclusive workplace, this role is open to experienced candidates seeking a discussion around workplace flexibility.


Contact details are:

Kernow Craig
Phone +61 2 8254 4090 ext#14090
Mobile +61 403 453 949