Senior Service Designer

vor 3 Wochen

Melbourne, Österreich eFinancialCareers Ltd. Vollzeit

Senior Service Designer National Australia Bank Melbourne, Australia

Senior Service Designer National Australia Bank Melbourne, Australia Posted 15 hours ago Permanent Competitive

Senior Service Designer

Senior Service Designer

Job no: 794364
Business unit: Group Chief Operating Officer
Primary position location: 395 Bourke St, Melbourne, VIC
Work type: Permanent Full time
Region: VIC- Melbourne CBD

It's more than a career at NAB. It's about more opportunity, more moments to make a difference and more focus on you.

As a Service Designer you will apply human-centred design (HCD) tools to work to deliver great customer outcomes. You will utilise a number of different techniques, including performing customer research, insight discovery, prototyping concepts and designs, optimising processes and experiences, and ensuring that change is delivered in a thoughtful, considered and empathetic way. In this role you will communicate and liaise with a wide range of people, including stakeholders, team members and customers.

Responsibilities

  • Define and create best-in-class customer experiences for products, services and features within a project or initiative ensuring the customer-facing experience is supported by banking operations
  • Design the experience using insights from qualitative and quantitative research, and create artefacts such as customer journey maps and service blueprints, customer personas, task flows and experience concepts to progress concepts towards solution mode
  • Conduct research and co-design with customers to further define solutions, and validates the preferred solution with customer testing
  • Support roadmap definition and other business requirements activities to create best in class customer experience
  • Influence the business around moving towards solutions that meet both customer 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.
  • Prototyping & Storyboards - competent in conceptual prototyping and creating story boards
  • Accessibility - experience applying accessibility guidelines to create inclusive design
  • Design Documentation- experience creating design specifications including problem definition and design proposals.
  • Collaboration - Ability to collaborate closely with a cross functional team of Designers, Product Owners, Technical Analysts, Engineers/Developers and other experts across the business to define cohesive, accessible, attractive design standards, interaction patterns and styles across our entire suite of products.

  • 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: 07 Jun 2024 6:00 AM AUS Eastern Standard Time
Closing: 21 Jun 2024 11:55 PM AUS Eastern Standard Time

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