Service Design Lead – Government and Institutional Banking

  • Competitive
  • Sydney, New South Wales, Australia
  • Permanent, Full time
  • ANZ
  • 17 Feb 19

Service Design Lead – Government and Institutional Banking

Service Design Lead – Government and Institutional Banking


A rare opportunity to design services at scale


ANZ Banking Group has recently been selected as a key banking provider and innovation partner to the New South Wales Government. We are particularly excited to work with the government to enhance outcomes for citizens and are looking for an exceptional service designer to join our cross-functional Government team based in Sydney. If you have deep experience in the design and delivery of services in a corporate, government or consulting environment, you’ll have the opportunity to create impact at scale through business-to-business and government-to-citizen services.

We’re excited by design
We’re a bank with a simple ambition: extraordinary outcomes & experiences for our customers. We believe that design can help us get there.

  • To reach this goal we were the first bank in the world to appoint a Chief Design Officer, Opher Yom-Tov (previously IDEO & Westpac) to help us embed Human Centred Design (HCD) principles into the creation of our products and services with our customers front and centre. We are actively building a top-notch design community that has HCD at its core. We want to scale HCD and service design capability across ANZ and we’re looking for very experienced designers to help us get there - fast!
  • Be part of change. This is a golden opportunity to apply design to products and services that have a meaningful, long lasting impact on our customers. Backed by our CEO Shayne Elliott.
  • Design our future. You’ll play a key role in shaping the culture, community and practice of design at ANZ and what it means to designers and customers alike.
Now, what about you?
You’re a super smart, experienced Service Design leader with a portfolio that showcases your incredible skills. You have a solid background in the hands-on design of business and consumer facing products and services. You understand what it takes to bring experiences to life and to get solutions into customers’ hands and you’ve done this many, many times across a range of industries and user needs.

Through your work, you can demonstrate that:
  • You are passionate about services that are human focused; for our customers, our staff and our community. From value proposition to brand to customer experience to scale, you excel in bringing it all together
  • You are able to work with all areas of the business to orchestrate the delivery of customer experiences that align to the broader service vision
  • You can work at a systems level – you can see the big picture and conversely, also zero-in on the details to perfect components of the customer experience
  • You have a holistic approach and can integrate customer facing experiences with all the “back of house” aspects required to bring them to life
  • Your work is considered ‘done’ when it’s living, evolving and continuously being improved
Design skills and experience:
  • Exploratory customer and industry research. Helping teams understand the world through the customer’s view, understanding what motivates customers and influences their perceptions and values. You are adept at multiple research techniques – you can capture, translate and communicate customer insights into actionable recommendations, as well as measure and validate design and proposition components
  • Ideation and prototyping. Identifying opportunities and service moments (both offline and offline), bringing them to life to share with stakeholders and customers to test their desirability and feasibility
  • Value and process mapping. Breaking down processes and prove where they provide value to our business and to our customers
  • Design craft. You understand and have designed experiences for a comprehensive set of service touchpoints (e.g. UX design, physical space, assisted channels, print)
  • Design leadership. Develop and champion the project vision, ensure rigour in approach, challenge assumptions and advocate for high quality
  • You consistently apply best-practice service design methods and tools
  • Although not a requirement, it would be helpful if you have experience in the design of government services and familiarity with government operations. Equally useful for you to have financial services or large corporate service experience.

Coaching and Leadership:

Critical to the role will to help the broader business tap into the value of design
  • You have a growth mindset and stakeholders and peers alike respect you - and listen to you
  • You’re a natural at bringing people together to connect dots and solve problems, and your sphere of influence is wide and effective
  • You’re an agile team player through and through, and are committed to continually improve processes to deliver high quality outcomes efficiently
  • You identify opportunities to remove organisational obstacles or create enablers to support the broad practice of HCD
  • You champion and inspire people in Human Centred Design and coach them on applying design techniques and approaches to their work
And most importantly, you’re not just good at what you do - you’re a good person too

Note:
  • Please include a copy of your portfolio with your application, file size no larger than 5MB
  • This is a Sydney based role.
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