Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Westpac Group

Location: New South Wales, Australia

Job Type: Full time

Category: People Services / Employee Experience Design

Date Posted: 2026-03-31T06:01:40

Experience Level: Mid to Senior Level (5-10 years inferred)

Remote Status: On-site (Sydney-based, 2 days/week minimum)

🚀 Role Summary

• This role is focused on re-imagining and redesigning employee journeys across Westpac, impacting tens of thousands of employees.

• It involves end-to-end service design within the People Services function, modernizing the employee lifecycle experience.

• A key aspect is defining and implementing service design principles within an AI-enabled future of work.

• The position requires strong collaboration with senior stakeholders to influence human-centred experience improvements at scale.

• This is a hands-on role requiring practical application of service design methodologies in real-world conditions.

📝 Enhancement Note: The "Service Designer" title, coupled with responsibilities like re-imagining employee journeys and modernizing the employee lifecycle, strongly indicates a role focused on the employee experience (EX) within HR/People Operations. The emphasis on "AI-enabled world" and "technology-led change" suggests a forward-thinking approach to HR technology and operational efficiency. The required on-site presence in Sydney points to a hybrid work model common in large financial institutions.

📈 Primary Responsibilities

• Lead the end-to-end service design process for employee journeys, from initial research and ideation to implementation and iteration.

• Conduct user research, including interviews, surveys, and observational studies, to deeply understand employee needs, pain points, and aspirations.

• Facilitate and lead co-design workshops and ideation sessions with diverse employee groups and stakeholders.

• Develop service blueprints, journey maps, user flows, and other service design artifacts to visualize current and future states of employee experiences.

• Translate complex research findings and stakeholder input into clear, actionable recommendations and design specifications for service improvements.

• Champion human-centred design principles and methodologies across the People Services function and broader organization.

• Influence and collaborate with senior leaders, HR business partners, and technology teams to drive the adoption of redesigned services and ensure successful implementation.

• Build and enhance service design capability within the People function by sharing best practices, mentoring junior team members, and contributing to design standards.

• Contribute to the modernization of people processes and systems, particularly in the context of leveraging AI and new technologies.

• Operate pragmatically in complex organizational environments, adapting designs and strategies to real-world constraints and opportunities.

📝 Enhancement Note: The description emphasizes "end-to-end service design" and "modernising people journeys," indicating responsibilities that go beyond conceptual design to include practical implementation and iteration, aligning with operational excellence in HR. The mention of "AI-enabled world" and "technology-led change" suggests the role will be instrumental in integrating new technologies into HR service delivery.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's degree in Design, Human-Computer Interaction (HCI), Psychology, Business, or a related field is typically expected for a Service Designer role. A Master's degree