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"The function of design is letting design function."
— Micha Commeren
Product Designer Digital Customer Crew (Career Comeback Program)
Commonwealth Bank • Sydney, Australia 🇦🇺
Commonwealth Bank's Career Comeback program seeks a Lead Service Designer to collaborate with user experience designers to map and improve end-to-end customer journeys across digital and physical channels.
Responsibilities
- Lead service design initiatives collaborating with user experience designers to map and improve end-to-end customer journeys across digital and physical channels
- Analyse data from existing systems to get insights on how our customers interact with us today
- Facilitate co-design workshops and stakeholder alignment sessions to uncover pain points, opportunities, and service gaps
- Participate in user research to drive journey mapping and service blueprinting to inform design decisions
- Translate service insights into actionable digital product designs and prototypes
- Collaborate with engineers, product managers, user experience designers, 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
Requirements
- Been on a career break of two years or more (essential)
- 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, and design thinking
- Deep understanding of human-centred design, customer experience management, and systems thinking
- Strong problem-solving skills and a passion for tackling complex challenges with clarity and creativity
- Ability to balance customer needs, business goals, and technical constraints
- Excellent facilitation, communication, and stakeholder engagement skills
- Experience working in agile, cross-functional teams
- Prototyping skills, familiarity with Salesforce CRM, enterprise design systems, and digital service platforms are a plus
- A growth mindset and high learning agility
Key Skills
- Service design
- Digital product design
- Journey mapping
- Service blueprinting
- Design thinking
- Human-centred design
- Customer experience management
- Systems thinking
- Problem-solving
- Facilitation
- Communication
- Stakeholder engagement
- Agile
- Cross-functional teams
- Prototyping
- Salesforce CRM
- Enterprise design systems
- Digital service platforms
- Growth mindset
- Learning agility
About Commonwealth Bank
Commonwealth Bank's Institutional Banking & 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. They thrive on collaboration, innovation, and a shared commitment to excellence.
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