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Senior Service Designer - 12 Months

Senior Service Designer - 12 Months

Req ID:  26668
Department:  Security Ops; Intel; Influence (30440337)
Division:  Group Technology (T77000)
Job Family:  Engineering

About the role


Title: Service Designer 

Location: Melbourne

Duration: 12 Month Contract


We’re a big bank with a simple ambition — to improve the financial wellbeing of our customers. We believe that design can help us get there by delivering differentiated outcomes and experiences.   
To reach this goal we were the first bank in the world to appoint a Chief Design Officer, Opher Yom-Tov, to help us embed Human Centred Design (HCD) principles into the creation of our products and services. We focus on sustainably embedding design into ANZ’s DNA by building design capability of our leaders, their teams, and the broader design community, and by applying design on key business problems and propositions.


We are in search for a Service Designer defines customer journeys, experience and touchpoints along the way to ensure a consistent and valuable experience for customers and staff. They ensure these experiences align to backend operations, processes, data and infrastructure.  

What will your day look like

•    Opportunity building: Proactively and periodically review market, customer, and ANZ landscape to understand and activate strategic opportunities.  
•    Project scoping: Lead the scoping and planning design activities in the project, ensuring the design activities remain on track and are set up for success.  
•    Design research: Drive the planning and execution of qualitative and quantitative research to understand business, customer, and market needs and opportunities across all stages of the design process (test, learn and iterate).  
•    Analysis and synthesis: Leading synthesis of research to identify and present evidence led user/organisational segments and key actionable insights. Defining a plan and set of initiatives based on insights from research.  
•    Ideation: Strong experience in using collaborative ideation techniques to create and validate solutions.  
•    Mapping: Define end to end customer journey/s with consideration for technical, regulatory, and operational gaps. Building a user ecosystem and service blueprints as central artefacts to visualise specific actionable items.  
•    Facilitation: Leading workshops with end users to co-design and prototype the user ecosystem and service blueprints.     
•    Prototyping: Iteratively develop user flows, financial modelling, and service blueprints to present a whole of market/business view on strategy.   
•    User testing: Lead and conduct testing of prototypes with users and stakeholders. Capturing insights and feedback to inform marketing, comms, change management, business and technical requirements.  
•    Design artefacts: Define the key features for prototypes and design requirements for subsequent content, UX, and UI design.  
•    Framework and standards: Ensure that our design methodologies, standards and frameworks are adhered to and drive consistently engaging user experiences.  
•    Coaching: Ability to increase the design maturity of the team, building rapport and maintaining stakeholder relationships. Coaching and guiding your cross-functional team to apply a service design approach  
•    Accessibility: Proven understanding, knowledge and experience working with accessibility standards (i.e. WCAG 2.1) and how this can be applied.   


What will you bring?

As a Senior Service Designer, you will be part of the Design Office Portfolio chapter, leading a number of cross functional teams of squad members and business stakeholders through the application of a combined Human Centred Design and Lean Six Sigma process to design a range of seamless experiences (including external and internal user touch points, necessary partner and platform considerations, and regulatory or compliance requirements) in various projects within the portfolio. You will coach other designers and project/team members in service design and be expected to present to stakeholders/partners/clients and work collaboratively with your team to improve our customers financial wellbeing.    


Customers and bankers name cybercrime and scams amongst their top concerns today, education support is essential to building and maintaining trust in ANZ services.  Increasing, government, industry and likely legislative reform make it more important than ever that ANZ plays a role in raising awareness of evolving threats and enables customers to manage their finances securely in an increasingly online world.  Service design is essential to:


- developing impactful educational interventions to support frontline bankers to engage with customers about cybersecurity and scams (e.g. identify opportunities to make cyber security part of everyday interactions)
- disrupting cyber/scam events with just in time /audience specific educational interventions 
- designing creative resources to engage and educate
The service designer will work closely with the Product Owner to develop the Group wide strategy for customer education and support the squad in delivery of resources and services.
All applications require a submission of a condensed portfolio no larger than 5MB showcasing key projects you have scoped right through to delivery.  



We know not everyone will bring all of the skills and experience, and at ANZ we are focused on people bringing a growth mindset to their approach to work. Some of the skills we are looking for are below, but don’t worry if you don’t have all of these as learning on the job is the way we work. 

So, why join us?


We’re reinventing the way we do banking, and our community of collaborative, innovative thinkers who create human-centred solutions are helping us get there. We’re responding faster to changing customer requirements, focusing on the things that matter.


We’ll also offer you the opportunity to develop your career, working in a diverse and inclusive workplace where the different backgrounds, perspectives and life experiences of our people are celebrated and create a great place to grow, thrive and belong. 


  •  A happy workplace is a thriving one, and some of the perks you’ll get from being a Engineer at ANZ are: 
  • Lifestyle leave - top up your annual leave with up to four weeks of additional purchased leave, or take a longer period of unpaid time off 
  • Great discounts on our financial products, and an annual Superannuation top up payment of $500 for all female employees to address the Superannuation gender gap 
  • Competitive parental leave policies for both mums and dads, with a lump sum childcare contribution when you return to work 


 We work flexibly at ANZ and encourage you to talk to us about how this role can be flexible for you and any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support. 


 Interested in joining us?  


 Click Apply Now, or visit to find out more or view other opportunities. 

Job Posting End Date

05/12/2022image, 11.59pm, (Melbourne Australia)

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