Job Title: Senior Service Designer

Location: Sydney based
Employment Type: Permanent Full Time
 

See yourself in our team:

Customer Relationship Workbench Crew is delivering a market-leading, AI-powered CRM Workbench that seamlessly orchestrates banker journeys. Our mission is to transform relationship management into a hybrid-agentic model that creates capacity and empowers our people to focus on impactful, value-enhancing interactions with customers. This means better alignment with customer needs, increased advocacy, and delivering more every day through exceptional customer experiences.
 

Do work that matters:

As a Senior Service Designer your role is to bridge the gap between customer and colleague needs, business ambitions and product improvements. To do so, you will lead the service design process, from gathering qualitative and quantitative feedback from frontline colleagues to defining key insights and target state experiences by leveraging tools such as service blueprints.

You will design and refine experiences based on feedback and performance and know when to pivot or retire them. You are relentlessly curious and compelled to champion a customer-centric culture. You will thrive in ambiguity and seek out learning opportunities and stay current with design methodologies, emerging technologies and industry trends. You thrive in collaborative environments and are energised by co-creating with diverse teams.
 

Key Responsibilities:

• Lead key aspects of the end-to-end product design process including problem framing, prototyping, testing and gathering requirements.
• Apply deep empathy for our customers and colleagues to develop solutions that meet customer, colleague, and business needs.
• Facilitate co-creation sessions and design workshops with stakeholders (including business leaders and representatives, frontline colleagues and customers) to gather feedback.
• Collaborate with cross-functional teams, including product owners, managers, UX/UI designers, and analysts to define and prioritise key insights and target state journeys.
• Design service blueprints and translate these into clear and actionable product requirements, ensuring that the design and development teams have a comprehensive understanding of the desired outcomes.
• Identify and consider key feasibility considerations considering technology, risk and business impact.
• Support agile delivery teams to ensure effective implementation and continuous improvement.
• Identify and mitigate risks throughout the solution lifecycle.
• Align solution design with strategic business goals and service domain frameworks.
• Promote a culture of learning, experimentation, and continuous improvement within the team.
   

We are interested in hearing from people who:

• Bring a strong background in product and / or service design and have been involved in the delivery of digital solutions.
• Are relentlessly curious and driven by a desire to solve meaningful problems
• Have worked in complex environments, navigating across functions and hierarchies to align stakeholders and drive outcomes.
• Are experienced and have a strong journey mapping, process mapping, blueprinting, interviewing, and design toolkit.
• Ideally have experience shaping solutions that span CRM systems, data platforms, and customer-facing technologies.
• Apply critical thinking to derive and present clear insights to drive outcomes.
• Are passionate for optimising customer experience and supporting the delivery of innovation in financial services.
• Have an agile mindset and experience in executing against strategy.
• Have a risk mindset – all CommBank employees are expected to proactively identify and understand, openly discuss, and act on current and future risks.

If this sounds like the next opportunity for you, please apply with a cv and a link to your portfolio.

We look forward to hearing from you !

Advertising End Date: 11/08/2025