About Us At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers. About the Role A Service Designer defines customer journeys, experience, and touchpoints along the way to ensure a consistent and valuable experience for customers and staff. They ensure these experiences align to backend operations, processes, data, and infrastructure. As a Service Designer in Digital Employee Experience, you will be working to design a range of seamless experiences across multiple employee systems. You will apply your skills and work collaboratively with the project/team members to develop the best solution to improve our employee’s productivity, engagement and day to day experience. This role supports the Product Lead of Experience Design within our Talent and Culture Digital Employee Experience function. Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours. Role Type: Permanent, Full time Role Location: Melbourne, VIC What will your day look like? Project scoping : Assist in scoping and planning design activities in the project, ensuring the design activities remain on track and are set up for success. Design research : Planning and execution of qualitative and quantitative research to understand business, customer, and market needs and opportunities across all stages of the design process (test, learn and iterate). Analysis and synthesis : Synthesis of research to identify and present evidence led user/organisational segments and key actionable insights. Mapping : Assist in defining end to end customer journey/s with consideration for technical, regulatory, and operational gaps. Facilitation : Facilitate workshops with end users to co-design and prototype the user ecosystem and service blueprints. Prototyping : Iteratively develop user flows and service blueprints to present a whole of market/business view on strategy or proposed solutions User testing : Assist in the testing of prototypes with users and stakeholders. Capturing insights and feedback to inform marketing, comms, change management, business, and technical requirements. Design artefacts : Assist in defining the key features for prototypes and design requirements for subsequent content, UX, and UI design. Accessibility : Ensure requirements of all users are represented when planning end user research and developing solutions. Work with relevant ANZ working groups to ensure accessibility and inclusivity is at the core of our solutions. What will you bring? To grow and be successful in this role, you will ideally bring the following: Proven experience as an Experience/Service designer, with an understanding of UX design principles. Experience implementing design decisions based on user feedback. Systems thinking skills with the ability to make sense of complexity and interconnections between touchpoints. Able to bring people together to guide and help them move through a process, change or new idea. Able to create a visualisation of a process or user journey to identify pain points, gaps, and opportunities to inform improvements to the user experience. Excellent problem-solving skills and an organised approach. Ability to present messages in a clear, concise, and articulate manner. Some additional ‘nice to have’ skills for this role include: Some additional ‘nice to have’ skills for this role include: Experience in designing solutions in large, complex organisations in a regulated environment (e.g., banking, government, health etc.) Experience with SAP SuccessFactors and/or ServiceNow Previous experience in employee experience or HR You’re not expected to have 100% of these skills. At ANZ, a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you. So why join us? From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive. But it's not just our customers who'll feel your impact. you'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career. We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more. At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support. To find out more about working at ANZ, visit https://www.anz.com.au/careers . You can apply for this role by visiting ANZ Careers and searching for reference number 71455. Job Posting End Date 28/07/2024 , 11.59pm, (Melbourne Australia)