Senior Service Designer

  • Australia
  • Sydney
  • Contract
  • AU$900 - AU$1000 per day + + super

Overview and Context

This opportunity sits within the Customer Experience Office of a major Australian bank, where the Strategic Design and Customer Journeys team operates as an enterprise-wide function. Reporting into the Chief Experience Office and closely aligned to the NPS function, the team leads upfront discovery and definition work on priority initiatives, using deep customer and stakeholder research to shape clear, evidence-based recommendations that influence executive decisions and drive measurable experience outcomes.

The Role and What You Will Be Doing

This is a senior strategic and service designer contract role focused on Consumer priorities, working alongside a Principal Designer within a high performing enterprise practice.

You will contribute across two major streams of work: a priority end to end journey program focused on improving service experiences and lifting NPS across digital and physical channels, and segment and value proposition research that will shape the next two to three years of initiative planning.

Using a double diamond approach, your focus will be on discovery, exploration and validation before initiatives transition into delivery teams.

Key responsibilities include:

  • Leading and facilitating customer research sessions with confidence and rigour
  • Interviewing internal stakeholders across operations, frontline, risk, legal, product and technology
  • Connecting experience insights to NPS, operational metrics and commercial outcomes, synthesising qualitative and quantitative insights into clear themes and opportunity areas
  • Developing concise, high impact presentation packs and artefacts for senior stakeholders and presenting findings in executive forums and influencing strategic direction
  • Working closely with Principal Designers and senior sponsors across the enterprise

The Ideal Candidate

This is not a step-up role. They are seeking an experienced Senior who can operate confidently at enterprise level.

  • Five or more years experience in human centred design, service design or strategic design is a MUST, especially within an enterprise setting
  • Strong end to end customer research capability including designing, facilitating, recording and synthesising
  • Experience interviewing complex stakeholder groups within large organisations
  • Ability to link qualitative insight to measurable outcomes such as NPS, efficiency, cost or revenue
  • Data informed mindset and ability to articulate both customer and business value
  • Comfortable engaging with senior stakeholders including General Manager level sponsors

Who This Role Would Be Great For

  • A senior service designer from consulting who wants to influence enterprise level decisions (all the way up to CEO)
  • A strategic designer who prefers upstream problem definition over delivery execution
  • Someone who thrives in ambiguity and enjoys shaping the right problems to solve
  • A designer who wants to connect customer experience to measurable commercial impact

Apply now

Submit your details and attach your resume below. Hint: make sure all relevant experience is included in your CV and keep your message to the hiring team short and sweet - 2000 characters or less is perfect.