Senior Service Designer

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Senior Service Designer

Department: Data & Marketing - Customer Experience CoE

Location: Auckland or Wellington

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

Mō te tūranga - About the role

We’re a big bank with a simple ambition: extraordinary outcomes and experiences for our customers and staff.

To reach this goal we’ve embedded Human-Centred Design into the creation of our products and services with our customers’ front and centre.

We have an exciting opportunity for a Senior Service Designer to champion the design and delivery of holistic, customer-centric solutions that help to improve the financial wellbeing of our customers.

In this role you will…

• Work on bank-wide projects using your service design experience to make sense of complex processes and remove pain points for our customers and employees
• Analyse business processes to understand where they provide value to the business and customers, and design or optimise them where they are creating friction
• Visualise end-to-end customer journeys by mapping the relationship between different components, considering people, props and processes.
• Be out and about researching, ideating and testing ways of delivering new experiences or improving existing ones for our customers and employees.
• Use a range of research techniques to capture, translate and communicate customer insights into actionable recommendations, to help teams understand the customer’s view.
• Advocate for inclusive design principles across projects and initiatives
• Work collaboratively with partners and stakeholders to bring them along on the discovery journey with you and to bring a solution to life.

Role Location: Wellington or Auckland

Role Type: Permanent

Hours: Business hours with plenty of flexibility available

Ōu Pūkenga? - What will you bring?

You are an experienced service designer, passionate about understanding both the needs of customers and employees, and creating experiences that are both good for people and the business. You are skilled at sharing the actionable insights you have created from customer research and analysis of business processes, and you know how to support teams to work out and test solutions.

Through your experience, you can demonstrate that you have:

• A thorough understanding of service design methods as well as having familiarity with similar approaches such as behavioural design
• 5-8 years’ experience designing end-to-end, customer-focused services, across a range of touchpoints and channels
• The ability to manage your own projects while developing strong collaborative relationships – facilitating, managing, influencing, and communicating effectively with partners at all levels
• An ability to bring touchpoints to life in a compelling way through sketches, customer insights and mapping, to improve customer experiences
• A fascination with how customers experience products and services and a hunger to improve those experiences
• A strong focus on applying ethical and inclusive design practices in service design.

He aha te take e uru ai koe ki a mātou? - So, why join us?

From the moment you join ANZ, you’ll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive.

But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources, opportunities, and community you need to take the next big step in your career.

We’re a diverse community at ANZ in different roles, different locations, doing different things. That’s why we have a range of flexible working arrangements, so our people can “make work, work for them”. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ you’ll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That’s because we’re committed to building a workplace that reflects the diversity of Aotearoa New Zealand‘s communities. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce.

Kua wātea te katoa ki te tono. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with an access requirement or disability, let us know how we can provide you with additional support.

To find out more about working at ANZ visit  . You can apply for this role by visiting ANZ Careers and searching for reference number 68603.