Senior Service Designer

About the role

ANZ is looking for a Senior Service Designer to use human-centred design to uncover customer needs and shape end-to-end service experiences. The role works across multidisciplinary teams, translating insights into practical solutions and influencing stakeholders. It is permanent and full-time, based in Auckland or Wellington.

Key responsibilities

• Partner with customers, stakeholders and delivery teams to uncover needs, pain points and opportunities through research, workshops and discovery activities.
• Map customer journeys and service experiences to identify improvement opportunities.
• Facilitate collaborative design sessions that bring together diverse perspectives to solve complex problems.
• Translate insights into service concepts, blueprints and recommendations that balance customer, business and operational needs.
• Champion human-centred design practices and influence stakeholders to bring great experiences to life.

Required profile

• Proven experience in Service Design and/or Customer Journey Design, able to design and improve experiences across complex ecosystems.
• Experience leading or contributing to change and transformation initiatives, turning insights into tangible improvements.
• Experience working within large, complex organisations and managing multiple priorities and stakeholder groups.
• Experience in banking, financial services or other regulated industries is advantageous but not essential.

Required skills

• Strong customer research and insight capabilities, turning customer needs and behaviours into actionable design outcomes.
• Excellent stakeholder management and facilitation skills, with the confidence to influence and collaborate across teams and senior leaders.

What we offer

• A range of flexible working arrangements.
• Access to wellbeing services and discounts on selected products and services.
• A workplace that celebrates diversity, with an ongoing strategy to increase representation of Māori and Pasifika people.