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Senior Service Designer

Brisbane, Melbourne, Sydney

We’re the Personal Banking experience design team at Macquarie. Our designers play along the full spectrum of design, helping to define the future of retail banking at Macquarie.

In this role, you will work within a multidisciplined service design team to create customer centric solutions for our retail banking products and services for Car Loans.

You will be the custodian of the customer journey and service blueprints, enabling product teams to understand the complex relationship between customer pain points, internal business practices and the underlying systems and services. You will help set the strategic vision of the Car Loan products and services by bringing your future visioning prowess to the table.

What you’ll do:

  • Conduct formative, generative, and evaluative research activities to identify insights from customers, employees and stakeholders using qualitative and quantitative methods, such as unmoderated and moderated techniques, interviews, surveys and assist with research recruitment.
  • Design customer centric service and product solutions within a complex ecosystem, enterprise applications and create/evolve design standards. 
  • Define and develop the user experience strategy for digital products and services, UX and EX touchpoints.
  • Collaborate cross-functionally with Business Analysts, Engineers, Product Managers, Researchers and Designers to solve problems, and prioritise design activities and research.
  • Advocate for the customer through research findings to diverse audiences through written reports and presentations.
  • Contribute and/or lead service design activities, challenge established thinking, and develop new approaches to complex design problems.
  • Design and facilitate workshops for ideation and iteration, for small and large groups, remotely and in person.

What we’re looking for:

  • A minimum of 5 years' experience in design and recent experience as a Senior Designer.
  • An excellent portfolio showcasing in-depth knowledge and experience of Interaction Design and Service Design across varied users, business problems, and devices.
  • Bachelor's degree in Graphic Design, Industrial Design, Human Computer-Interaction or equivalent practical experience.
  • End to end experience of managing design activities across the user-centred design process including strong design research skills, iterative design and prototyping and facilitation of usability testing.
  • Ability to produce high quality artefacts such as personas, journey maps, task models, wireframes and interactive prototypes
  • Highly skilled in design tools such as Figma, Sketch, Adobe Creative Suite, Mural.
  • Comfortable working in an Agile environment and resilience in the face of shifting priorities.
  • Boundless curiosity about how people use technology and how to create great experiences
  • Excellent communication and presentation skills; both written and verbal.
  • Ability to play nicely as part of a multi-disciplinary team, inspired by group critique.

Desired skills & experience:

  • Knowledge and experience working with brand and design systems.
  • Familiarity with or willingness to learn Business Model Canvas, Value Proposition Canvas, Jobs to be done methodologies.
  • Experience working within financial services.

About Banking and Financial Services
Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients.

Our commitment to Diversity and Inclusion

The diversity of our people is one of our greatest strengths, and in combination with our inclusive environment, it enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.
We are committed to providing a working environment that embraces and values diversity and inclusion. We encourage candidates to speak with a member of our recruitment team if you require adjustments to our recruitment process to support you, and the type of working arrangements that would help you thrive.

About Macquarie

A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 17,000+ employees and offices in 33 markets around the world, we’re a truly global organisation.

You’ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You’ll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you’ll have the opportunity to make a difference.

Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.

Find out more at

Job no: BFS-960540
Work type: Agency Worker, Permanent - Full time
Location: Brisbane, Melbourne, Sydney
Category: Mid-senior, Technology, Projects, Improvements & Change
Group: Banking and Financial Services
Division: Product & Technology
Recruiter: Daniel Savva
Opening Date: