Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Commonwealth Bank

Location: Bangalore, India

Job Type: Full time

Category: GTM Operations / Service Design & Customer Experience

Date Posted: 2026-07-28

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

Remote Status: Hybrid

🚀 Role Summary

• Lead the application of service design methodologies and design thinking to conceptualize and implement end-to-end user experiences.

• Drive improvements in customer journeys, processes, technology adoption, and support channels within the Technology division.

• Advocate for human-centered design principles and user behavior-led approaches across various initiatives.

• Leverage AI and automation to enhance existing processes, improve customer support, and drive operational efficiency.

• Measure and evaluate user experience and engagement to inform continuous improvement of services.

📝 Enhancement Note: While the title is "Senior Service Designer," the responsibilities and required skills strongly indicate a role that bridges GTM Operations and Customer Experience, with a focus on optimizing internal processes and technology adoption within the Technology division. The emphasis on "IAT Uplift," "control adoption," and "remediation activities" suggests a need for operational rigor and a deep understanding of how service design impacts business outcomes.

📈 Primary Responsibilities

• Lead the comprehensive analysis and redesign of end-to-end user experiences, integrating processes, technology, and human elements within the Technology division.

• Develop and implement strategies for enhancing engagement, education, and support processes to improve control understanding, completeness, and drive remediation activities.

• Design and execute plans for digital engagement, educational content, and support channels that align with customer journeys and support the adoption of IAT services.

• Proactively identify customer needs, gather feedback through user testing and other methods, and iteratively enhance support services to drive IAT control adoption.

• Utilize AI and automation tools to streamline existing processes, optimize customer support workflows, and increase operational efficiency.

• Champion a user-centric approach and human-centered design principles across capability uplift and business-as-usual (BAU) initiatives.

• Coach and mentor the wider Technology domain teams on user behavior-led design and service excellence.

• Measure and evaluate the effectiveness of user experiences and engagement metrics to support prioritized continuous improvement efforts.

• Collaborate with technical teams in a consulting capacity, translating user needs into actionable design solutions.

📝 Enhancement Note: The responsibilities highlight a proactive, strategic role focused on optimizing internal operations and customer (both internal and external) experiences through design thinking. The emphasis on "IAT control adoption" and "remediation activities" suggests a strong operational component beyond typical UX design, requiring an understanding of risk management and compliance frameworks.

🎓 Skills & Qualifications

Education:

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or a related technical field. Experience:

• Proven experience in UX design, particularly within technical environments, encompassing both online and offline user experiences.

• Demonstrated success in designing and implementing strategies for education, content planning, digital channel support, and/or quantitative measurement of engagement.

• Experience in optimizing internal communication and support channels, ideally gained within large, complex organizations.

• A strong portfolio showcasing human-centered design projects and their impact.

• Experience in applying design thinking methodologies to solve complex business challenges. Required Skills:

• Bilingual English fluency: written and verbal communication is essential for diverse stakeholder interaction.

• Expertise in UX Design principles and methodologies within a technical context.

• Proficient in Design Thinking and Human-Centered Design frameworks.

• Strong Strategic Thinking capabilities to align design solutions with business objectives.

• Experience in Process Improvement and workflow optimization.

• Ability to work effectively in a consulting capacity with technical teams, facilitating understanding and adoption of design solutions.

• Skills in quantitative measurement of engagement and user experience evaluation.

• Familiarity with AI and automation concepts for process enhancement. Preferred Skills:

• Experience in the financial services industry, understanding of banking operations, or risk management principles.

• Knowledge of specific IAT (Information Asset Technology) frameworks or similar internal control systems.

• Experience with agile development methodologies and cross-functional team collaboration.

• Proficiency in relevant design and prototyping tools (e.g., Figma, Sketch, Adobe XD).

• Experience in crafting and implementing content strategies for technical audiences.

📝 Enhancement Note: The requirements emphasize a blend of technical understanding, design expertise, and strategic business acumen. The "Bilingual English fluency" is a specific and crucial requirement for effective communication within a global or diverse team. The "consulting capacity" with technical teams highlights the need for strong interpersonal and influencing skills.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase end-to-end service design projects that demonstrate a deep understanding of user needs, business processes, and technological constraints.

• Include case studies detailing the application of design thinking and human-centered design to solve complex problems.

• Present examples of improving user experiences across digital interfaces, support channels, and internal processes.

• Demonstrate experience in measuring the impact of design interventions using quantitative and qualitative data.

• Highlight projects that involved collaboration with technical teams and stakeholders to drive implementation. Process Documentation:

• Evidence of designing, documenting, and optimizing user journeys and support workflows.

• Examples of creating educational materials, content plans, or support guides to enhance user adoption and understanding.

• Documentation of user research methodologies, including user testing protocols and feedback analysis.

• Demonstrations of how AI and automation were integrated into processes to improve efficiency and user experience.

• Examples of how continuous improvement cycles were implemented based on user feedback and performance metrics.

📝 Enhancement Note: For this role, a robust portfolio is critical. It should not only showcase design skills but also demonstrate an understanding of operational impact, process optimization, and the ability to drive adoption of services and controls within a complex technical environment. The focus should be on tangible outcomes and measurable improvements.

💵 Compensation & Benefits

Salary Range:

• Given the Sr. Service Designer role in Bangalore, India, with 5-10 years of experience in a major financial institution like Commonwealth Bank, the estimated salary range would typically fall between ₹18,00,000 to ₹30,00,000 per annum. This range accounts for the experience level, specialized skills in service design and UX, the strategic nature of the role, and the cost of living in Bangalore. Benefits:

• Flexible working options: CommBank is committed to supporting work-life balance and offers various flexible arrangements.

• Comprehensive health and wellness programs.

• Opportunities for professional development and continuous learning.

• Retirement savings plans and insurance benefits.

• Access to employee assistance programs.

• Potential for performance-based bonuses. Working Hours:

• Standard full-time working hours are typically 40 hours per week. CommBank emphasizes flexible working arrangements, which may allow for some adjustment in daily schedules, provided business needs and operational requirements are met.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for senior design and operations roles in Bangalore, India, considering the reputation and size of Commonwealth Bank. Benefits are extrapolated based on typical offerings from large multinational corporations in the financial sector.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services & Banking. Commonwealth Bank is a leading provider of integrated financial services, with a significant presence in digital transformation and technology innovation.

Company Size: Large (5,000+ employees globally, with a substantial presence in India). This implies structured processes, opportunities for specialization, and a wide range of cross-functional interactions.

Founded: 1911. With over a century of history, CommBank has a deep understanding of financial markets and a commitment to evolving with technological advancements.

Team Structure:

• The role sits within the Technology division, specifically supporting Group Security and Operational Risk functions (implied by "IAT" and "Group Security protects the bank").

• The Service Designer will work closely with security analysts, risk managers, IT professionals, and potentially GTM (Go-To-Market) or product teams if services are customer-facing.

• Reporting likely to a Head of Service Design, Head of UX, or a senior leader within the Technology or Security division. Methodology:

• Emphasis on Design Thinking and Human-Centered Design as core methodologies for problem-solving and innovation.

• Data-driven decision-making, with a focus on measuring user experience, engagement, and the impact of implemented solutions.

• Agile and iterative approaches to service development and continuous improvement.

• Collaboration and consultation with technical and business stakeholders to ensure alignment and successful adoption of designs.

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

📝 Enhancement Note: The company culture is likely to be a blend of established financial services rigor and a forward-thinking approach to technology and customer experience, driven by a large, global organization. The Bangalore tech hub likely fosters a dynamic and innovative environment.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level individual contributor role. It requires demonstrated expertise and the ability to lead initiatives independently. The role is crucial for translating strategic GTM and operational goals into user-centric solutions that drive adoption and efficiency.

Reporting Structure: The Senior Service Designer will likely report to a manager responsible for Service Design, UX, or a specific technology domain lead within Group Security or Technology. They will collaborate extensively with various teams across the Technology division, as well as potentially business stakeholders.

Operations Impact: The role directly impacts operational efficiency by improving user adoption of critical security and control systems. By enhancing user experience and understanding, it can reduce errors, streamline remediation processes, and ultimately strengthen the bank's security posture and reduce operational risk.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas such as AI-driven service design, advanced behavioral design, or service design for cybersecurity.

• Leadership: Transition into a Team Lead or Managerial role within the Service Design or UX function, overseeing a team of designers.

• Cross-Functional Moves: Move into broader roles within Product Management, GTM Strategy, or even operational management within the Technology division, leveraging design thinking skills.

• Industry Expertise: Gain significant experience in the financial services sector, becoming a subject matter expert in technology adoption and operational risk mitigation through design.

📝 Enhancement Note: This role offers a strong platform for career advancement within a large financial institution. The combination of design thinking, operational focus, and technology exposure provides a unique skill set that is highly valued.

🌐 Work Environment

Office Type: Hybrid work model. This suggests a combination of working from the office and remotely. The Bangalore office will likely be a modern, well-equipped facility designed to support collaboration and focused work.

Office Location(s): Bangalore - Manyata Tech Park Road, India. This is a prominent IT and business hub in Bangalore, offering good connectivity and access to amenities.

Workspace Context:

• Collaborative Environment: The office space will likely feature collaborative zones, meeting rooms, and potentially hot-desking areas to facilitate team interaction and knowledge sharing.

• Technology & Tools: Access to standard office technology, high-speed internet, and potentially specialized design and collaboration software. The role will involve heavy use of design tools and communication platforms.

• Operations Team Interaction: Regular opportunities to interact with fellow designers, product managers, engineers, security analysts, and other operational stakeholders, fostering a dynamic exchange of ideas and feedback.

Work Schedule: Standard full-time (approx. 40 hours/week) with flexibility. The nature of service design often involves project deadlines, so occasional extended hours might be necessary, especially during critical project phases, but this is balanced by the flexible working arrangements.

📝 Enhancement Note: The hybrid nature of the role implies a need for self-discipline and effective remote collaboration skills, alongside the ability to engage effectively in an office setting for team activities and key meetings.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and resumes, focusing on alignment with core requirements and the candidate's portfolio.

• Hiring Manager Interview: A discussion focused on experience, approach to service design, understanding of human-centered design, and strategic thinking. Candidates will be expected to articulate their experience with examples.

• Portfolio Presentation & Technical Interview: Candidates will likely present 1-2 key projects