• Job Description

  Req#: REQ199145

  • You're a curious, empathetic, human-centred designer, delivering experiences that are innovative, delightful and fit for purpose

  • We're a team of highly motivated human-centred designers

  • Together, we are committed to doing the right thing by our customers, people and community and transforming banking experiences for our customers

  Do work that matters

  The Human Centred Design Centre of Excellence (HCD) team is a strategic research and design capability that supports the Group in transforming how CommBank delivers experiences, products and services by considering humans first. We support the Group to design meaningful experiences by looking holistically at people's needs and understanding the broader context of their lives.

  The HCD team sits within the Strategy, Propositions and Transformation Centre of Excellence and works in close collaboration with the Experience Chapter, product, marketing, risk, technology, operations and other specialist teams across the bank and its partners.

  On any given week you will

  Your skills as a Senior Human Centred Designer will service the General Insurance Partnership Strategy Incubation squad in Wealth and Private Banking. The squad works in collaboration with delivery teams and partner organisations to develop new propositions, products and end to end experiences that drive value for customers and the business.

  You will embrace Human Centred Design (HCD) principles and mixed methods approaches to support the teams' research/design activities, including:

  • Conducting primary and secondary research (e.g. interviews and observational studies with customers, staff and stakeholders, literature & competitor reviews, data and survey insights) to understand the problems and opportunities deeply . Synthesising findings using evidence-based techniques to (re)frame the problem and identify key opportunities for differentiation

  • Ideating future state experiences together with customers, staff, subject matter experts and stakeholders using creative methods and tools to push the boundaries on what is possible

  • Designing concepts (low and high fidelity) to iteratively test and learn with customers and staff, including developing design hypotheses and testing plans

  • Mapping detailed end-to-end customer experiences involving multiple touch-points, processes, people and technology to enable the business to make strategic decisions for service improvements

  • Generating customer value propositions, service blueprints, journey maps, strategic roadmaps that are informed and validated by customer research

  • Taking ownership for driving and delivering strategic outcomes at various stages of the project life cycle, i.e. from exploration and discovery, to design and delivery

  • Managing stakeholder expectations, bringing them along the journey, creating compelling buy-in, and presenting final outcomes with impact

  We are interested to hear from people who have

  • Industry experience in UX, Service Design, or Design equivalent, Customer Experience, Behavioural Research (agency or client side). Working knowledge of interaction design and usability principles.

  • Thoroughness in approaching problems systematically, zooming in and out for big picture and detail understanding.

  • Deep empathy for the customer and staff, and relentless focus on keeping the financial wellbeing of customers at the core of every experience, from research to design concept.

  • Excellent listening and collaboration skills, including the ability to communicate ideas across business units and bring adjacent teams along the journey.

  • Strong facilitation, presentation and storytelling skills to communicate progress and outcomes clearly and with impact (visual and verbal communication skills).

  • Enthusiasm to explore new tools and techniques, and draw on mixed methods in design and research, particularly around Service Design, Design Thinking, Qualitative and Quantitative Research practice, Data Driven Design, Systems Thinking and Behavioural Design.

  If this role sounds like you – Apply now!

  At CommBank, we advocate and facilitate a culture of inclusion and respect, celebrating all cultures, abilities, genders, expressions of gender and sexual orientation Read more about our commitment to inclusion and diversity.

  We believe in working for a place that works for you. We have many flexible working options within our team so talk to us about which arrangements would work best for you.

  If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

  We’re committed to being an accessible employer and want to make finding your dream job as easy as possible. If you experience any accessibility issues or if you require additional support please contact HR Direct.

  If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.

  We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.

  Advertising End Date: 16/11/2023

• About the company

  The Commonwealth Bank of Australia, or CommBank, is an Australian multinational bank with businesses across New Zealand, Asia, the United States and the United Kingdom.

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