Senior Service Designer

The Senior Service Designer is responsible for key activities across the nab.design Ways of Working: Assess, Plan, Define, Design Iteration, Test, Refine, Build Preparation, Build Support, Measure and Learn. Be part of one of the largest design teams in Australia, led by our Chief Design Officer. Our vision is to be the most customer-centric company in Australia and New Zealand.

What You’ll Bring

• 3-5 years’ experience working as Service Designer or CX designer
• Demonstrated experience working in Agile, using agile tools & methods
• Excellent working knowledge of the design process, experience design methodologies and principles
• Excellent presentation and communication skills, influencing to drive desired outcomes
• Experience creating and influencing senior leadership on strategic research frameworks and new ways of working
• Strong ability to independently perform the essential capabilities required in this role
• Proven experience using design processes and tools to digitise experiences
• Experience within finance or service industries.

Your Skills And Experience

• Leadership – Lead and own design projects end to end, including defining objectives, shaping project scope, and aligning with business goals.
• Development – Identify and pursue relevant skill development opportunities, participate in training and learning sessions in design and leverage new skills in project work.
• Strategy – Define design frameworks and principles that guide and prioritise the customer experience decisions within the project.
• Research and Testing – Design, lead and collaborate on best practice research, including innovative methods and methodologies. Advocate for exploratory research to understand customer behaviours, pain points, needs and build empathy.
• Prototyping – Create static or basic interactive prototypes to illustrate design concepts.
• Service Design: Analysis – Analyse current state customer experience using research, market analysis and internal service metrics, identifying insights and opportunities to envision future state experiences, including creating new processes for optimising experience and solving any design problems.
• Service Design: Solutions – Design, co-create and inform fit-for-purpose solutions that meet customer desirability and align to business viability and feasibility
• End to End Experience – Create, maintain, and evolve service blueprints and journey maps that capture the end to end customer experience across all touch points.
• Quality and Consistency – Ensure experiences align with established design guidelines and principles to maintain a high standard of design quality, meeting customer/colleague needs and business objectives.
• Inclusive Design – Apply the principles of inclusive design to create products and services that are accessible by everyone
• Collaboration – Collaboratively and effectively promote ways of working with other peers and cross practice designers (SD/PD/UX/UI) to ensure all design activities are linked and information is shared
• Stakeholder Engagement and Influence – Collaborate with stakeholders and cross functional teams to Identify pain points, gaps, and opportunities for improvement. Gather feedback and iterate accordingly.
• Communication – Communicate, present and visualise design ideas using appropriate techniques, including workshops, product concepts, service models, customer journeys, product designs, systems maps and/or infographics to stakeholders and domain partners, providing rationale to support design decisions.
• Mentorship & Coaching – Act as a coach to more junior team members, providing guidance, sharing best practice and helping to advance their skills.