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The Senior CX Designer is responsible for leading engagement activities across Group Procurement and the broader business to ensure systems, processes, off-system solutions are designed to achieve desired customer experience.
Working within Digital Procurement Program, the role will integrate closely with the Digital Continuous Improvement pipeline of work to understand change requests, engage key stakeholders to scope change impacts, ensure customer journeys, user stories and role-based personas are reflected, updated, and communicated as part of the release cycles.
This role is not your business analyst role where you are responsible for eliciting functional requirements and support design of solution to meet the requirements or that of an Agile Coach where you are responsible for coaching program teams to uplift agile maturity and alignment to Westpac ways of working
This role will drive customer experience activities that provide input to complex, strategic and transformational initiatives using human-centred design (HCD) methodologies and by collaborating with Lean thinkers within the Westpac Chapters to ensure Westpac standards are implemented.
Key Responsibilities include:
- Provide inputs to future state vision and strategy, and ensure designs are aligned to the vision, strategy and established CX principles
- Assist in identifying design gaps by Quantitative and Qualitative research leading into synthesis of insights
- Facilitate design workshops and manage senior stakeholders and articulate design intent and insights effectively
- Creation of Customer Journey, sketches, information architecture, prototypes, and end-to-end experience testing: planning, preparation, facilitation (face to face and virtual) and results presentation
- Be able to support decisions based on best practice Human Centred Design principles and findings to best maintain the customer needs and vision
- Monitor and enhance the levels of engagement, adoption, and commitment to use the Digital Procurement Platform across users, suppliers, and personas
- Set up monitoring and reporting of key engagement and adoption metrics
- Improve the product's usability and user experience by raising awareness of product features, top tips, new functionality, expected user behaviour and compliance requirements
- Effective, transparent, and frequent communication into key stakeholders - One Team mentality
- Create and test CX prototype with end users
You'll play a significant part of the future of a business that has been around for 200 years. Our purpose is helping Australians succeed. So, we'll back you in the development of your career, internal career prospects, and flexible working. You'll also keep learning to grown, backed by a fantastic team of people with a can-do, supportive structure.
What do I need?
- 5+ years' experience in driving excellence in customer-centric experience and human centered design, or related fields
- Deep practical experience in the Human Centered Design (HCD) process and applied methods, especially within an agile environment
- Practical experience in customer research, prototyping and testing
- Flawless communication skills
- Ability to manage stakeholders at all levels of the organization and external agencies, managing their expectations effectively and clearly
- Desirable, working with out of the box Digital solutions, with limited configuration options
- Be confident working in a collaborative agile environment
We aim to provide one big, supportive team of people who love helping others succeed. Working with us you'll discover new ways of working, and an exciting range of roles to showcase your skills. As an equal opportunity employer, we're proud to have created a culture where people can be their best, in an environment that values diversity and flexibility. And one where everyone belongs.
How do I Apply?
Start here. Just click on the APPLY button.
As part of our commitment to creating a diverse and inclusive workplace, this role is open to experienced candidates seeking a discussion around workplace flexibility. We invite candidates of all ages, people with a disability and Indigenous Australians to apply.
