Description:
Do work that matters
As a Product Designer with a Service Design focus in the CITB team, you’ll play a pivotal role in shaping end-to-end digital service experiences for our Corporate & Institutional clients. You’ll lead the discovery, orchestration, and delivery of seamless, human-centred journeys across digital and non-digital touchpoints. With a strong foundation in service design, systems thinking, and digital product design, you’ll help reimagine how clients interact with our platforms—such as CommBiz Reinvented and our Salesforce CRM-based service case management solution.
See yourself in our team
Institutional Banking and 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.
You’ll join the Digital Customer Crew—a cross-functional team passionate about delivering exceptional digital-first experiences for institutional clients and employees. Working alongside product managers, engineers, service owners, and operations experts, you’ll design scalable, secure, and human-centred solutions that elevate the Transaction Banking customer journey. We thrive on collaboration, innovation, and a shared commitment to excellence.
What you’ll do
- Lead service design initiatives to map and improve end-to-end customer journeys across digital and physical channels.
- Facilitate co-design workshops and stakeholder alignment sessions to uncover pain points, opportunities, and service gaps.
- Conduct user research, journey mapping, and service blueprinting to inform design decisions.
- Translate service insights into actionable digital product designs and prototypes.
- Collaborate with engineers, product managers, 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.
What we’re looking for
- 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, design thinking, and prototyping.
- Deep understanding of human-centred design, customer experience management, and systems thinking.
- Ability to balance customer needs, business goals, and technical constraints.
- Excellent facilitation, communication, and stakeholder engagement skills.
- Experience working in agile, cross-functional teams.
- Familiarity with Salesforce CRM, enterprise design systems, and digital service platforms is a plus.
- A growth mindset and high learning agility.
- Tertiary qualifications in Service Design, UX Design, HCI, or a related field preferred.
Why join us?
We’re committed to creating a workplace where you can thrive. You’ll be empowered to shape meaningful service experiences, supported by a team that values creativity, collaboration, and integrity.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 18/07/2025