Senior Design Lead - Service Design

As Senior Design Lead in the Service and Strategic Design team, you will lead a small but empowered team of designers and (3-5 people) that are aligned to Macquarie Bank's Business Banking division. The service design team is responsible for employing a variety of human centred design methods and processes to inform the business' thinking about what's important to our customers and why. To use design vocabulary, this role sits in the first diamond . In this critical role, you'll work closely with the product and transformation directors for Business Banking as well as the Digital Product Managers and Platform Owners who build and maintain the actual user-facing products that our Business Banking users use. You'll report to the Head of Service and Strategic Design for the bank and work closely with peers across the other divisions in both service and user experience design. This is a Sydney based role.

What you'll do :

Your work will fall under three pillars, for which you will partner with your team, other product & technology stakeholders, and the wider design community at Macquarie to deliver friendly and effective user experiences for the bank's customers, particularly in the home and car loans space.

Management

• You'll use your experience as a leader to support and empower designers to develop their skills and expertise, enabling your direct reports to grow in their careers and maximize influence and impact.
• You will be responsible for the smooth operations of the Business Banking aligned design team, including resourcing, planning, team composition, and process improvement.
• With help from the Head of Service and Strategic Design, influence and improve the ways of working in the team to better integrate design as an essential component within Macquarie's ways of working.

Research & Strategy

• Help your team and the wider Business Banking business build an in-depth understanding of the customer landscape, identifying opportunities to better serve our customers through functional and intuitive digital loan experiences.
• Work with product, research, and data to propose and execute research programs to help the Business Banking executive team make better informed decisions.
• Earn trust and act as a reliable advisor for the Business Banking leadership.

Best Practice

You'll demonstrate 'what good looks like' and help lift the bar in terms of the quality of work that the design team delivers, helping key partners realise the product vision and achieve shared goals.

• Use your skills to make sense of complexity, especially at the intersection people, processes, and systems.
• Use your experience across the design spectrum to tie the various design phases together, all while not deviating from the customer vision.
• Determine the best possible methods / approach to meet the established goals and strategy.
• Lead the most strategic projects yourself; these could be key pieces of research or more complex design challenges.
• Champion an environment of trust and honest critique, helping everyone raise the quality of their outputs.

What we're looking for :

• 3 + years of demonstratable leadership experience in Service Design, with responsibility for line management, and several years of relevant industry experience as a practitioner.
• You will have shipped multiple consumer and/or business products and understand what it takes to create exceptional customer experiences.
• Excellent communication skills and a collaborative and respectful approach to leading a team. You'll have proven experience consistently demonstrating credibility in cross-functional interactions.
• A user and data-focused design mentality and commitment to design excellence, constantly looking to hone your team's instincts through user feedback and data insight. You understand the role and importance of qualitative and quantitative methodologies.

If this sounds like you, please send your CV and a portfolio link. We'd like you to be able to show your abilities through an interview process that is tailored for design leaders. Besides interviewing with key stakeholders, you'll have the opportunity to present work through a portfolio that will focus on showcasing experience where you have previously led design for digital products and experiences.

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.

Design at Macquarie Bank / BFS

The design function and Macquarie, headed by our Chief Design Officer, helps envision and deliver how customers experience our various products and services across multiple digital channels. We span across the full design spectrum, from early-stage conceptual design and research to delivering pixel-perfect interfaces on our digital platforms. We follow a human-centered, data-led approach to design and seek to win by collaborating with our partners and helping deliver exceptional customer experiences as a team.

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.

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