Service Design Manager

📍 Job Overview

Job Title: Service Design Manager

Company: Commonwealth Bank

Location: Sydney, NSW, Australia

Job Type: FULL_TIME

Category: Service Design / Product Design / Experience Strategy

Date Posted: 2026-04-02

Experience Level: 5-10 years

Remote Status: On-site

🚀 Role Summary

• Lead the end-to-end service design process, from problem framing to requirements gathering, focusing on AI-powered platforms and hybrid-agentic models.

• Shape the future of customer relationship management by defining target-state journeys and experiences for both customers and colleagues.

• Drive strategic initiatives by translating complex, ambiguous problems into clear, actionable pathways for digital solutions.

• Foster a collaborative environment by facilitating co-creation sessions and aligning diverse stakeholders towards shared outcomes.

• Champion a customer-centric culture by designing and refining experiences based on feedback, insight, and performance metrics.

📝 Enhancement Note: This role is positioned within the Customer Channels and Data division of the Business Bank, specifically within the Customer Relationship Management Crew. The emphasis on an "AI-powered platform" and "hybrid-agentic model" indicates a forward-thinking approach to customer engagement, suggesting the need for a candidate adept at integrating emerging technologies with human-centric design principles. This is not a typical product design role but one that bridges strategy, design, and operational transformation.

📈 Primary Responsibilities

• Lead the end-to-end service design process, encompassing problem framing, conceptualization, prototyping, user testing, and detailed requirements gathering.

• Develop and champion innovative solutions that holistically balance the needs and expectations of customers, frontline colleagues, and the broader business objectives.

• Facilitate engaging co-creation sessions, design thinking workshops, and stakeholder interviews with senior leaders, product teams, and frontline colleagues to gather critical insights and build consensus.

• Collaborate seamlessly with cross-functional teams, including Product Owners, Product Managers, UX/UI Designers, Business Analysts, and technical leads, to define, prioritize, and articulate key insights and target-state customer and colleague journeys.

• Create comprehensive service blueprints, translate them into clear, actionable product requirements, and ensure a shared understanding of intended outcomes across all delivery teams.

• Identify and assess key feasibility considerations across technology stacks, risk appetites, and business impact, providing guidance to agile delivery teams throughout the implementation and continuous improvement phases.

• Proactively identify, assess, and mitigate potential risks throughout the entire solution lifecycle, ensuring robust and sustainable outcomes.

• Champion and cultivate a culture of continuous learning, experimentation, and iterative improvement within the team, fostering an environment conducive to innovation and operational excellence.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design leadership and tactical execution. The emphasis on "problem framing," "prototyping," and "requirements gathering" suggests a need for hands-on design skills. The responsibility to "balance customer, colleague, and business needs" implies a strong understanding of stakeholder management and business acumen. Facilitating "co-creation sessions" and collaborating with "cross-functional teams" underscores the importance of strong communication and interpersonal skills. The requirement to "design service blueprints and translate them into clear, actionable product requirements" is a core deliverable for this role, bridging design strategy with development execution.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Business, or a related field; Master's degree or equivalent practical experience preferred.

Experience: 5-10 years of progressive experience in Service Design, Product Design, Digital Transformation, Experience Strategy, or a similar role leading the development and delivery of digital solutions.

Required Skills:

• Service Design Expertise: Proven ability to lead the end-to-end service design process, including problem framing, research methodologies, ideation, prototyping, user testing, and iteration.

• Design Toolkit Proficiency: Mastery of a broad range of service design tools and techniques, such as journey mapping, process mapping, service blueprinting, user research, in-depth interviewing, qualitative synthesis, and workshop facilitation.

• Complex Problem Solving: Demonstrated ability to dissect and solve complex, ambiguous problems, translating them into clear, actionable, and strategic pathways for solution development.

• Stakeholder Management & Alignment: Experience navigating large, complex organizations, effectively building alignment across diverse functions, competing priorities, and varying levels of seniority to drive desired outcomes.

• Strategic to Execution Bridge: Proven ability to work across both strategic conceptualization and practical execution, from framing future-state opportunities to supporting agile delivery teams and continuous improvement efforts.

• Customer & Colleague Empathy: Deep understanding and passion for improving customer and colleague experiences through thoughtful, human-centered design, with a keen interest in leveraging AI.

• Agile Methodologies: Strong understanding and practical application of agile principles and methodologies within a delivery environment.

Preferred Skills:

• CRM Platform Experience: Prior experience shaping solutions within or integrated with Customer Relationship Management (CRM) platforms.

• Data-Enabled Experiences: Experience designing and optimizing data-driven customer and colleague experiences.

• Financial Services Industry: Experience within the financial services sector or another highly regulated and complex industry.

• AI Application: Familiarity with the practical application of Artificial Intelligence (AI) in enhancing customer and colleague experiences.

• UX/UI Design Principles: A solid understanding of UX/UI design principles and best practices to ensure seamless integration of service design with user interface design.

📝 Enhancement Note: The "5-10 years" experience level suggests a mid to senior-level role, requiring not just foundational design skills but also leadership and strategic thinking capabilities. The emphasis on "navigating large, complex organisations" and "building alignment across functions" points to the need for strong political savvy and influencing skills, crucial for driving change in a large enterprise like Commonwealth Bank. The ideal candidate will likely have a portfolio that demonstrates successful navigation of ambiguity and delivery of tangible outcomes in complex environments, ideally within regulated industries.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies in Ambiguity: Showcase at least two detailed case studies demonstrating your ability to tackle complex, ambiguous problems within a large organizational context. Highlight the initial state of ambiguity, your structured approach to framing the problem, the methodologies used (e.g., journey mapping, service blueprinting), and the tangible outcomes achieved.

• Cross-Functional Collaboration Examples: Include examples of how you've facilitated co-creation sessions and led workshops with diverse stakeholder groups (business leaders, frontline staff, technical teams) to build alignment and drive consensus on future-state experiences.

• Service Blueprint & Requirements Documentation: Present a sample service blueprint and accompanying product requirements document that clearly translates strategic intent into actionable specifications for delivery teams. Emphasize clarity, completeness, and the ability to guide implementation.

• Impact & Outcome Demonstration: For each case study, clearly articulate the impact and outcomes of your service design initiatives. Quantify improvements where possible (e.g., customer satisfaction, colleague efficiency, process adherence) or describe qualitative benefits and lessons learned.

• AI Integration Showcase (Optional but Preferred): If applicable, include examples of how you have considered or integrated AI into service design solutions, showcasing an understanding of its potential and limitations.

Process Documentation:

• Problem Framing & Research: Document your systematic approach to understanding user needs, business objectives, and operational constraints, including research methodologies and synthesis techniques.

• Design & Ideation Workshops: Illustrate your facilitation skills through examples of workshop agendas, participant engagement strategies, and the methods used to generate and refine design concepts.

• Service Blueprinting & Requirements: Demonstrate your structured method for creating service blueprints that map customer journeys, internal processes, and support systems, and how these are translated into detailed functional and non-functional requirements.

• Iterative Design & Delivery Support: Outline your process for managing feedback loops, iterating on designs based on testing and stakeholder input, and supporting agile delivery teams through the implementation lifecycle.

📝 Enhancement Note: A strong portfolio is critical for this role, as it will be the primary tool for assessing your ability to translate strategic thinking into tangible design outputs and effectively manage complex projects. The emphasis on "ambiguity," "co-creation," and "actionable pathways" means the portfolio should not just showcase beautiful designs but also the rigorous process and collaborative effort behind them. Demonstrating an understanding of how service design impacts business outcomes and integrates with technology delivery is paramount.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for an experienced Service Design Manager in Sydney, Australia, the estimated annual salary range is AUD $150,000 - $200,000. This range accounts for the role's seniority, strategic impact, and the complexity of the financial services industry.

Benefits:

• Competitive Salary: Attractive base salary within the estimated range, reflecting experience and responsibilities.

• Performance Bonuses: Potential for annual performance-based bonuses tied to individual and company success.

• Superannuation: Generous employer superannuation contributions as per Australian regulations.

• Health & Wellness: Comprehensive private health insurance, discounted gym memberships, and wellness programs.

• Professional Development: Significant investment in learning and development, including access to training, conferences, certifications, and opportunities for further education.

• Leave Entitlements: Generous annual leave, personal/carer's leave, and parental leave provisions.

• Employee Banking Benefits: Access to preferential banking products and services.

• Hybrid Work Flexibility: While this role is on-site, the bank may offer flexible working arrangements for specific circumstances, subject to team and business needs.

• Modern Workplace: Access to state-of-the-art facilities and collaborative workspaces in the Sydney CBD.

Working Hours: Standard full-time hours are typically 40 hours per week, with flexibility around start and end times where feasible for operational needs. The role requires active participation in workshops and meetings, which may occasionally extend beyond standard hours.

📝 Enhancement Note: The salary estimate is based on research of similar Service Design Manager roles in Sydney, Australia, considering factors like experience level (5-10 years), industry (Financial Services), and the strategic nature of the role. Commonwealth Bank is a major financial institution, and compensation packages typically reflect this, including robust benefits and opportunities for career advancement.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking & Financial Services). Commonwealth Bank operates in a highly regulated and competitive environment, necessitating a strong focus on customer trust, security, innovation, and operational efficiency.

Company Size: Large Enterprise (over 10,000 employees globally). This implies a structured organizational hierarchy, diverse business units, and significant resources, but also potentially complex decision-making processes and a need for strong navigation skills.

Founded: 1911. With over a century of history, Commonwealth Bank has a deep-rooted presence and a strong brand reputation, balancing tradition with a drive for digital transformation and future-proofing its services.

Team Structure:

• Customer Channels and Data: This division likely focuses on how customers interact with the bank across various channels and how data is leveraged to enhance those interactions and drive business insights.

• Customer Relationship Management (CRM) Crew: Within this division, the CRM Crew is spearheading the development of an AI-powered platform. This suggests a dedicated, agile, and potentially cross-functional team focused on a strategic transformation initiative.

• Reporting Structure: The Service Design Manager will likely report to a Head of Design, Head of Experience Strategy, or a senior Product/Program Manager within the CRM Crew or Customer Channels and Data division. The role involves significant cross-functional collaboration with Product Owners, Business Leaders, and delivery teams.

Methodology:

• Hybrid-Agentic Model: The core initiative revolves around developing an AI-powered platform for CRM, aiming for a "hybrid-agentic model." This suggests a blend of human-led and AI-driven customer interactions, requiring service designs that optimize this collaboration.

• Data-Driven Decision Making: Given the division's name ("Customer Channels and Data"), expect a strong emphasis on leveraging data analytics, customer insights, and performance metrics to inform design decisions and measure impact.

• Agile & Lean Principles: The mention of "agile delivery teams" and "continuous improvement" indicates a commitment to agile methodologies, iterative development, and a focus on delivering value incrementally.

Company Website: https://www.commbank.com.au/

📝 Enhancement Note: The company context is crucial. Commonwealth Bank's status as a major financial institution means that innovation must be balanced with stringent regulatory compliance, risk management, and security protocols. The emphasis on AI and a "hybrid-agentic model" for CRM signifies a significant strategic investment in transforming customer engagement, making this a high-impact role. Understanding the bank's commitment to digital transformation and customer-centricity will be key for any applicant.

📈 Career & Growth Analysis

Operations Career Level: This role is at a Managerial/Lead level within the Service Design discipline. It requires not only strong design execution skills but also the ability to lead strategic initiatives, influence senior stakeholders, and guide the work of cross-functional teams. It sits at the intersection of strategy, design, and technology transformation.

Reporting Structure: The Service Design Manager will likely report to a senior leader (e.g., Head of Experience Strategy, Director of Product, or a senior Program Manager) within the Customer Channels and Data division. They will work closely with Product Owners, UX/UI Designers, Business Analysts, and potentially AI specialists. The dynamic is one of influence and collaboration rather than direct line management of a large design team, focusing on guiding the design direction for a specific strategic initiative.

Operations Impact: The Service Design Manager will have a direct and significant impact on the effectiveness and efficiency of customer relationship management within the Business Bank. By shaping a new AI-powered, hybrid-agentic model, the role can:

• Enhance Customer Experience: Lead to more personalized, timely, and effective customer interactions, driving advocacy and loyalty.

• Improve Colleague Capacity & Satisfaction: Free up frontline staff from routine tasks, allowing them to focus on high-value interactions, thereby increasing job satisfaction and reducing burnout.

• Drive Business Outcomes: Contribute to increased sales, improved customer retention, operational cost efficiencies, and stronger business growth through optimized CRM processes.

• Shape Future Capabilities: Define the foundational service design principles and user experiences for how the bank will engage with its business customers moving forward.

Growth Opportunities:

• Leadership in Emerging Technologies: Opportunity to become a subject matter expert in AI-driven customer engagement and hybrid work models, a high-demand area.

• Strategic Influence: Potential to influence the bank's broader digital transformation strategy and customer engagement frameworks.

• Cross-Functional Mastery: Deepen expertise in collaborating with diverse teams (product, tech, data, risk, compliance) within a large enterprise.

• Career Progression: Potential advancement to Senior Service Design Manager, Head of Experience Strategy, or leadership roles in Product Management or Digital Transformation, depending on performance and organizational needs.

• Specialization: Opportunity to specialize further in AI-powered service design, financial services innovation, or large-scale platform transformation.

📝 Enhancement Note: This role offers a unique opportunity to be at the forefront of transforming customer relationship management using AI within a major financial institution. The growth potential lies not just in advancing within the design discipline but also in broadening expertise into strategic transformation, AI implementation, and senior leadership within a complex enterprise.

🌐 Work Environment

Office Type: The role is based in Sydney CBD, at Commonwealth Bank's premises (11 Harbour Street, Sydney, NSW - CBP South). This suggests a corporate office environment designed for collaboration and productivity, likely featuring modern amenities and a professional atmosphere.

Office Location(s): Primarily Sydney, NSW, Australia. This specific location provides access to a major business hub with excellent public transport links.

Workspace Context:

• Collaborative Hubs: Expect modern office spaces designed to encourage collaboration, with meeting rooms, breakout areas, and open-plan workspaces that facilitate interaction with colleagues.

• Technology-Rich Environment: Access to the necessary technology, software, and tools to perform service design duties, including project management software, collaboration platforms, and potentially specialized design and prototyping tools.

• Cross-Functional Proximity: The team structure likely places Service Designers in close proximity to Product Managers, UX/UI Designers, and other key stakeholders, fostering seamless communication and co-creation.

• Professional Atmosphere: A corporate environment that values professionalism, adherence to compliance, and a structured approach to work, balanced with a drive for innovation.

Work Schedule: This is a full-time, on-site role, typically involving a standard 40-hour work week. While core hours will be expected, there may be some flexibility for start/end times, subject to team coordination and operational needs. The nature of design and collaboration means active participation during core business hours is essential.

📝 Enhancement Note: The "On-site" work arrangement is a key detail. While many tech roles offer hybrid or remote options, this Service Design Manager role at Commonwealth Bank requires physical presence in the Sydney office. This is likely to facilitate the intensive co-creation, stakeholder engagement, and observational research crucial for complex service design in a regulated environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will conduct an initial screening to assess basic qualifications and cultural fit. Be prepared to articulate your high-level experience in service design and transformation.

• Hiring Manager Interview: A more in-depth conversation with the hiring manager to explore your experience, approach to problem-solving, and understanding of service design principles. Expect questions about your past projects and how you've handled ambiguity.

• Portfolio Presentation & Case Study: This is a critical stage. You will be asked to present a selection of your work, likely focusing on 1-2 key case studies. Prepare to walk through your process, the challenges you faced, your design decisions, the tools you used, and the outcomes achieved. This is where your portfolio's strength will be truly tested.

• Cross-Functional Team Interview: You may meet with key stakeholders from product, technology, and business teams. This interview will assess your ability to collaborate, communicate effectively across disciplines, and understand diverse perspectives.

• Senior Leadership Interview (Potential): For a managerial role, a final interview with a senior leader (e.g., Head of Division) may be conducted to assess strategic alignment and leadership potential.

Portfolio Review Tips:

• Tell a Story: Structure your case studies as narratives. Start with the problem, explain your role and process, detail your solutions and rationale, and conclude with the impact and lessons learned.

• Show, Don't Just Tell: Use visuals extensively – journey maps, service blueprints, wireframes, prototypes, research findings, and outcome metrics. Ensure clarity and conciseness.

• Highlight Ambiguity & Structure: Focus on how you brought structure to ambiguous situations. Detail your methodology for problem framing and discovery.

• Demonstrate Collaboration: Emphasize your role in co-creation, stakeholder management, and how you built alignment with diverse teams.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the value and ROI of your design work. If quantitative data isn't available, clearly articulate qualitative benefits.

• Tailor to the Role: Select case studies that best align with the requirements of this Service Design Manager role, particularly those involving complex problems, digital transformation, and stakeholder alignment in large organizations.

Challenge Preparation:

• Service Design Frameworks: Be ready to discuss your preferred service design frameworks and how you adapt them to different contexts.

• AI Integration Scenarios: Think about how AI can be practically applied in CRM to enhance customer and colleague experiences, and be prepared to discuss potential challenges and ethical considerations.

• Stakeholder Management Scenarios: Prepare examples of how you've managed conflicting stakeholder priorities or gained buy-in for your design recommendations.

• Problem-Solving Approach: Be ready to walk through your process for tackling a hypothetical complex design challenge relevant to the banking industry.

📝 Enhancement Note: The interview process for a Service Design Manager role, especially in a large financial institution, will be rigorous. The portfolio presentation is paramount. Candidates should prepare to articulate not just what they designed, but why and how, with a clear focus on the impact and the collaborative process involved in driving change within a complex enterprise.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping: Figma, Sketch, Adobe XD (for UI/UX aspects), Miro, Mural (for collaborative whiteboarding, journey mapping, service blueprints), Lucidchart, Visio (for process mapping and blueprinting).

• Research & Synthesis: Tools for user interviews, surveys (e.g., SurveyMonkey, Qualtrics), and qualitative data analysis.

• Project Management: Jira, Confluence (common in agile environments for tracking tasks, requirements, and documentation).

Analytics & Reporting:

• Web/App Analytics: Google Analytics, Adobe Analytics (for understanding user behaviour on digital platforms).

• BI Tools: Tableau, Power BI (for data visualization and reporting on key metrics, potentially for understanding customer data).

• CRM Analytics: Native reporting within CRM systems or integrated analytics platforms.

CRM & Automation:

• CRM Platforms: Experience with or understanding of CRM systems like Salesforce, Microsoft Dynamics, or similar enterprise-grade solutions, particularly in how they support customer relationship management.

• Workflow Automation Tools: Familiarity with tools or concepts related to automating customer service workflows, potentially including RPA (Robotic Process Automation) or BPM (Business Process Management) tools.

• Collaboration Suites: Microsoft 365 (Teams, SharePoint, Office Suite), Google Workspace.

📝 Enhancement Note: While specific tool proficiency may vary, a strong candidate will demonstrate adaptability and a deep understanding of the purpose behind these tools in a service design context. The ability to leverage collaborative whiteboarding and diagramming tools for service blueprints and journey maps is essential. Familiarity with how data from analytics and CRM systems informs design decisions is also critical.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving customer needs, ensuring that all designs prioritize positive customer outcomes and experiences.

• Collaboration & Co-creation: An emphasis on working together across teams and disciplines, valuing diverse perspectives and building solutions collectively.

• Data-Driven Insights: Using data and evidence to inform design decisions, measure impact, and drive continuous improvement, rather than relying solely on intuition.

• Agility & Adaptability: Embracing change, experimenting with new approaches, and iterating quickly based on feedback and evolving business needs.

• Integrity & Risk Awareness: Operating with a strong sense of ethical responsibility and a keen awareness of the risks inherent in the financial services industry, ensuring compliance and security are paramount.

• Innovation with Purpose: Driving innovation, particularly with technologies like AI, but always with a clear focus on delivering tangible business value and solving real problems.

Collaboration Style:

• Partnership: Working as a trusted partner with Product Management, Technology, Risk, and Business units to ensure service designs are integrated, feasible, and aligned with strategic goals.

• Facilitative Leadership: Guiding discussions and workshops, empowering team members to contribute, and ensuring a shared understanding and buy-in for design directions.

• Transparent Communication: Maintaining open and honest communication, providing clear rationale for design decisions, and actively seeking and incorporating feedback.

• Continuous Feedback Loop: Fostering an environment where constructive feedback is welcomed and utilized for iterative improvement of both designs and processes.

📝 Enhancement Note: Commonwealth Bank, as a large financial institution, will likely value a culture that balances innovation with stability and compliance. The emphasis on "Customer Centricity," "Collaboration," and "Integrity & Risk Awareness" will be central to how teams operate and make decisions. The "Hybrid-Agentic Model" initiative further underscores the need for adaptable and forward-thinking collaboration styles.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Ambiguity & Complexity: The inherent complexity of large organizations and the strategic nature of transforming CRM with AI present significant challenges in defining clear pathways and gaining alignment.

• Balancing Innovation and Regulation: Introducing cutting-edge AI technology within a highly regulated financial services environment requires careful consideration of compliance, risk, and security.

• Integrating Human and AI Capabilities: Designing effective service experiences that seamlessly blend human interaction with AI assistance requires deep understanding of both user needs and AI capabilities and limitations.

• Driving Adoption of New Models: Shifting established customer engagement processes and colleague workflows to a new hybrid-agentic model will require strong change management and stakeholder buy-in.

• Measuring Impact of Service Design: Quantifying the ROI and impact of service design initiatives, especially those involving complex systemic changes, can be challenging.

Learning & Development Opportunities:

• AI in Service Design: Deepen expertise in applying AI and machine learning to enhance customer and colleague experiences, becoming a leader in this emerging field.

• Financial Services Innovation: Gain in-depth knowledge of digital transformation challenges and opportunities within the banking and financial services sector.

• Enterprise-Level Strategy: Develop skills in influencing and shaping strategy at an enterprise level, understanding how design initiatives align with broader business objectives.

• Leadership Development: Opportunities to hone leadership, stakeholder management, and team facilitation skills within a large, dynamic organization.

• Industry Best Practices: Access to industry conferences, webinars, and internal knowledge-sharing sessions to stay abreast of the latest trends in service design, AI, and customer experience.

📝 Enhancement Note: The challenges presented are significant and require a candidate with resilience, strategic thinking, and strong problem-solving skills. The growth opportunities are equally substantial, offering the chance to shape the future of customer engagement in a critical industry, making this a highly rewarding role for the right individual.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to frame a complex, ambiguous problem for a large organization. What was your process, and what were the outcomes?" (Focus on your problem-framing methodology, stakeholder engagement, and impact.)

• "How would you approach designing a 'hybrid-agentic' customer relationship management model for a bank? What are the key considerations for balancing AI and human interaction?" (Demonstrate understanding of AI applications in CRM, user experience, and operational feasibility.)

• "Walk us through a service blueprint you've created. What were the key components, how did you gather the input, and how did it inform delivery?" (Showcase your practical application of service blueprinting and its connection to actionable requirements.)

Company & Culture Questions:

• "Why are you interested in Commonwealth Bank and this specific role within Business Bank's Customer Channels and Data division?" (Research the bank's recent initiatives, values, and its strategic focus on digital transformation and customer experience.)

• "How do you foster a culture of collaboration and continuous improvement within a team, especially when working with diverse stakeholders?" (Provide examples of your facilitation skills and how you've built alignment and encouraged feedback.)

Portfolio Presentation Strategy:

• Curate for Impact: Select 2-3 projects that best demonstrate your ability to handle complexity, drive strategic initiatives, and deliver tangible results, especially those involving transformation or new technology.

• Structure Your Narrative: For each project, clearly outline:

  1. The Challenge: The initial problem, ambiguity, or opportunity.
  2. Your Role & Process: Your specific responsibilities and the methodologies you employed (research, mapping, ideation, prototyping, testing).
  3. The Solution: The key design elements and rationale.
  4. The Outcome: Quantifiable results, qualitative improvements, and lessons learned.

• Emphasize Collaboration: Highlight how you worked with different teams and stakeholders to achieve buy-in and successful implementation.

• Be Ready for Deep Dives: Anticipate questions about your design decisions, trade-offs made, and how you measured success.

📝 Enhancement Note: The interview questions will likely probe your strategic thinking, your ability to navigate complex organizational structures, and your practical application of service design principles, particularly in the context of AI and financial services. Your portfolio presentation is your primary opportunity to demonstrate these capabilities.

📌 Application Steps

To apply for this Service Design Manager position:

• Submit your application through the Commonwealth Bank careers portal (https://cba.wd3.myworkdayjobs.com/CommBank_Careers/job/Sydney-CBD-Area/Product-Design-Manager_REQ253246).

• Tailor your Resume: Review the job description carefully and tailor your resume to highlight experience in service design, product design, transformation, AI integration, stakeholder management, and working within complex, regulated environments. Use keywords from the job description.

• Prepare Your Portfolio: Curate a strong portfolio that showcases 2-3 relevant case studies demonstrating your process, collaborative approach, and impact. Ensure it's easily accessible (e.g., PDF, personal website).

• Practice Portfolio Presentation: Rehearse presenting your case studies, focusing on a clear narrative, visual aids, and articulating your role, process, and outcomes effectively. Be ready to answer in-depth questions.

• Research Commonwealth Bank: Understand the bank's mission, values, recent strategic initiatives (especially in digital transformation and customer experience), and the specific context of the Business Bank.

• Prepare for Behavioral Questions: Think about specific examples from your career that demonstrate your skills in problem-solving, collaboration, leadership, and handling ambiguity, aligning them with the bank's culture and values.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.