Do work that matters

As a Product Designer with a Service Design focus in the CITB team, you’ll play a pivotal role in shaping end-to-end digital service experiences for our Corporate & Institutional clients. You’ll lead the discovery, orchestration, and delivery of seamless, human-centred journeys across digital and non-digital touchpoints. With a strong foundation in service design, systems thinking, and digital product design, you’ll help reimagine how clients interact with our platforms—such as CommBiz Reinvented and our Salesforce CRM-based service case management solution.

See yourself in our team

Institutional Banking and Markets (IB&M) manages the Group’s relationships with major corporate and government clients and institutional investors, offering a full suite of capital raising, transactional, and risk management services.

You’ll join the Digital Customer Crew—a cross-functional team passionate about delivering exceptional digital-first experiences for institutional clients and employees. Working alongside product managers, engineers, service owners, and operations experts, you’ll design scalable, secure, and human-centred solutions that elevate the Transaction Banking customer journey. We thrive on collaboration, innovation, and a shared commitment to excellence.

What you’ll do

• Lead service design initiatives to map and improve end-to-end customer journeys across digital and physical channels.
• Facilitate co-design workshops and stakeholder alignment sessions to uncover pain points, opportunities, and service gaps.
• Conduct user research, journey mapping, and service blueprinting to inform design decisions.
• Translate service insights into actionable digital product designs and prototypes.
• Collaborate with engineers, product managers, and operations teams to deliver integrated service experiences.
• Champion human-centred design and advocate for scalable design systems and service standards.
• Ensure consistency and cohesion across omni-channel experiences, aligning with enterprise design systems.
• Contribute to the strategic roadmap and continuous improvement of our digital platforms and service models.

What we’re looking for

• Proven experience in service design and digital product design within complex environments, ideally in financial services or Transaction Banking.
• Strong capabilities in journey mapping, service blueprinting, design thinking, and prototyping.
• Deep understanding of human-centred design, customer experience management, and systems thinking.
• Ability to balance customer needs, business goals, and technical constraints.
• Excellent facilitation, communication, and stakeholder engagement skills.
• Experience working in agile, cross-functional teams.
• Familiarity with Salesforce CRM, enterprise design systems, and digital service platforms is a plus.
• A growth mindset and high learning agility.
• Tertiary qualifications in Service Design, UX Design, HCI, or a related field preferred.

Why join us?

We’re committed to creating a workplace where you can thrive. You’ll be empowered to shape meaningful service experiences, supported by a team that values creativity, collaboration, and integrity.

Advertising End Date: 07/08/2025