Senior Human Centered Designer

Senior Human Centred Designer (12 Month FTA) 

• 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 

Who we are  

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.  

This role 

In this role you’ll be using your significant skills and experience as a Senior Human Centred Designer to work in and help set direction for HCD squads that collaborate with Group stakeholders, delivery teams and partner organisations. Your work will help to develop new propositions, products and end-to-end experiences that drive value for customers and the business. In doing so, you’ll both live, breathe and advocate for Human Centred Design (HCD) principles and help to lead mixed methods approaches to support the teams' research/design activities. Specifically, this means:  

• Helping to conceive and plan out HCD initiatives in collaboration with HCD Chapter Leads 

• 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 

• 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 

What you will bring: 

• Significant and compelling industry experience in Human Centred Design, Service Design, Experience Design (or Design equivalent), Customer Experience, Behavioural Research (agency or client side) 

• 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 

• Natural curiosity to explore how things work and why people think and behave the way they do. 

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

• Ability to constructively challenge assumptions and the status quo, through an inquisitive mind and out of the box thinking. 

• Ability to balance customer and business goals within strict regulatory obligations. 

• Eagerness to work closely with other parts of the business to bring in diverse perspectives to problems and solutions. 

• 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. 

• Working knowledge of interaction design and usability principles. 

• Ability to work within a self-directed culture and navigate ambiguity comfortably.