Senior Strategic & Service Designer Senior Strategic & Service Designer

📍 Job Overview

Job Title: Senior Strategic & Service Designer

Company: ANZ Banking Group Limited

Location: Melbourne, Sydney, AU

Job Type: Permanent, Full Time

Category: Design & Strategy Operations (GTM/CX Focus)

Date Posted: 2026-04-14

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Drive enterprise-wide customer experience (CX) transformation within the Enterprise Customer Contact (ECC) program, focusing on voice, messaging, digital, and AI-enabled interactions.

• Lead the development and execution of an experience-led approach to ECC priorities, ensuring exceptional customer and banker experiences.

• Blend strategic leadership with hands-on delivery, managing ambiguity and balancing short-term needs with long-term CX vision.

• Foster strong stakeholder partnerships across Product, Technology, Operations, and Business divisions to achieve alignment and influence strategic direction.

• Ensure CX design initiatives align with enterprise design standards and contribute to measurable business impacts like NPS uplift and operational efficiency.

📝 Enhancement Note: This role sits at the intersection of strategic design, service design, and operations transformation within a large financial institution. The "Operations" aspect is derived from the focus on transforming customer contact operations, improving banker performance, and driving operational efficiency through design. Keywords like "Enterprise Customer Contact," "AI-enabled experiences," and "operational efficiency" highlight this connection.

📈 Primary Responsibilities

• Strategic Design Stewardship: Contribute to the overarching ECC customer experience vision, principles, and frameworks, ensuring alignment with enterprise strategy and transformation goals.

• Enterprise Cohesion: Ensure CX design within assigned streams aligns with enterprise design standards and best practices.

• Experience Innovation: Proactively challenge existing solutions and inspire the organization to anticipate future customer and banker expectations through innovative design thinking.

• Stakeholder Partnership & Influence: Build and maintain strong, trusted relationships with key stakeholders across Product, Technology, Operations, and Business divisions; influence and negotiate effectively to gather input and build consensus.

• CX Communication & Presentation: Confidently prepare and deliver presentations, updates, and recommendations to senior executives and governance forums.

• Consultative Collaboration: Navigate competing priorities and tight delivery timelines by fostering alignment, clarity, and unity across diverse teams, utilizing a highly organized approach to planning.

• CX Governance & Standards: Contribute to the development and enforcement of design quality measures, playbooks, and guardrails to ensure enterprise-wide consistency and adherence to standards.

• CX Capability Building: Collaborate with CX designers across divisional squads to ensure defined CX journeys are effectively realized by execution teams.

• Value Realisation: Directly link CX outcomes to measurable business impacts, including Net Promoter Score (NPS) uplift, reduced customer effort, enhanced banker enablement, and improved operational efficiency.

• Service Prototyping & Validation: Build and test service blueprints, models, and prototypes to validate solutions and gather feedback before full-scale delivery.

📝 Enhancement Note: The responsibilities clearly indicate a blend of strategic foresight and practical execution. The emphasis on "Value Realisation" and "Operational Efficiency" strongly links this design role to measurable business outcomes, a key characteristic of effective operations roles. The mention of "AI-enabled experiences" and "digital" interactions points to a modern, technology-driven operational transformation.

🎓 Skills & Qualifications

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

Experience: Minimum of 5-10 years of experience in strategic design, service design, CX design, or a related field, with demonstrated experience in large-scale transformations within complex organizations, preferably in the financial services or banking sector.

Required Skills:

• Strategic Design: Proven ability to develop and articulate long-term design strategies that align with business objectives.

• Service Design: Expertise in creating end-to-end service blueprints, customer journey maps, and process flows that enhance user experience.

• Stakeholder Management: Exceptional ability to build rapport, influence, negotiate, and manage relationships with diverse stakeholders at all levels, including senior executives.

• Human-Centred Design Methods: Proficient in applying various design thinking, user research, and co-creation methodologies.

• Facilitation: Highly experienced in facilitating workshops, design sprints, and large group sessions with senior stakeholders.

• Communication & Presentation: Excellent verbal, written, and visual communication skills, with the ability to present complex ideas clearly and persuasively to executive audiences.

• Ambiguity Navigation: Demonstrated comfort and effectiveness operating in ambiguous environments, synthesizing information, and driving clarity.

• Design Strategy & Innovation: Ability to challenge the status quo, identify opportunities for innovation, and translate strategic vision into actionable design plans.

• Commercial Acumen: Understanding of business drivers, financial impact, and the ability to link design outcomes to commercial value.

Preferred Skills:

• Customer Journey Mapping: Advanced skills in creating detailed and actionable customer journey maps.

• Service Blueprinting: Expertise in developing comprehensive service blueprints that illustrate service delivery systems.

• Design Governance: Experience in establishing and maintaining design standards, playbooks, and quality measures within an enterprise context.

• Prototyping: Proficiency in various prototyping tools and methods for service validation.

• Change Management Principles: Understanding of change management frameworks and their application in driving adoption of new experiences.

• Financial Services/Banking Industry Knowledge: Familiarity with the regulatory landscape, customer expectations, and operational nuances of the banking sector.

📝 Enhancement Note: The emphasis on "seasoned designer with exposure to large-scale transformations" and the specific mention of "commercial and delivery acumen" alongside design skills indicate a need for a candidate who can not only design but also drive operational change and demonstrate tangible business value, aligning with senior operations roles. The requirement for a "generalist design skill set" suggests adaptability across various design disciplines within the ECC program.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Process Improvement Case Studies: Showcase examples of how your design interventions have led to measurable improvements in customer journeys, operational efficiency, or service delivery within large-scale projects.

• Service Blueprint & Journey Map Examples: Provide visual artifacts demonstrating your ability to map complex service ecosystems and pinpoint opportunities for enhancement.

• Design Strategy & Framework Artifacts: Include examples of strategic design frameworks, principles, or vision documents you have developed that guided transformation efforts.

• Stakeholder Engagement & Influence Examples: Demonstrate how you have successfully managed complex stakeholder landscapes, facilitated consensus, and driven adoption of design solutions.

• Value Realisation Documentation: Present case studies that clearly articulate the business impact (e.g., NPS, cost reduction, efficiency gains) of your design work, supported by data where possible.

Process Documentation:

• Workflow Design & Optimization: Evidence of designing and optimizing workflows for customer interactions and internal processes, ensuring seamless user experiences and operational effectiveness.

• System Implementation Impact: Examples of how your design contributions have influenced the implementation or enhancement of systems (e.g., CRM, contact center platforms) to support improved service delivery.

• Measurement & Performance Analysis: Demonstrate how you have incorporated metrics and feedback loops into the design process to measure performance and drive continuous improvement in service operations.

📝 Enhancement Note: For a role of this nature, a portfolio is crucial. The emphasis on "artefacts that tell a story and provide outcomes, not just design artefacts" highlights the need for candidates to demonstrate the tangible impact of their work, directly linking design to operational improvements and business value. This is a common expectation for senior operations-focused roles.

💵 Compensation & Benefits

Salary Range: Based on ANZ's typical compensation structures for senior roles in Australia and the specified experience level (5-10 years), a competitive salary range for a Senior Strategic & Service Designer in Sydney or Melbourne would likely fall between AUD $140,000 - $190,000 per annum, potentially higher for exceptional candidates with extensive transformation experience. This estimate considers the seniority of the role, the strategic impact, the complexity of the transformation program, and the cost of living in major Australian cities.

Benefits:

• Flexible Working Arrangements: Options for hybrid work and flexible hours to support work-life balance.

• Health and Wellbeing Services: Access to comprehensive health and wellbeing programs, including mental health support.

• Discounts on Selected Products and Services: Employee discounts on various ANZ banking and financial products.

• Career Development Opportunities: Access to internal training, development programs, and pathways for career advancement within ANZ.

• Superannuation Contributions: Standard employer contributions to superannuation (Australia's retirement savings scheme).

• Employee Assistance Program (EAP): Confidential counseling and support services for employees and their families.

Working Hours: Standard full-time hours are typically 37.5 to 40 hours per week. The role is described as hybrid, suggesting a combination of on-site and remote work, allowing for flexibility within the standard work week.

📝 Enhancement Note: The salary range is an estimation based on industry benchmarks for senior design and strategy roles in Australia, considering the company's profile as a major bank. The benefits listed are common offerings for large corporations in Australia and are tailored to what might attract professionals in strategic and operational roles.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking). ANZ is one of the largest banks in Australia and New Zealand, operating in retail and commercial banking, wealth management, and corporate and institutional banking. This industry context implies a focus on security, regulatory compliance, customer trust, and operational efficiency.

Company Size: Large Enterprise (ANZ is a global bank with tens of thousands of employees). This size means complex processes, multiple business units, significant transformation initiatives, and a structured approach to operations and governance.

Founded: 1835. With a long history, ANZ has established processes and a deep understanding of the financial landscape, while also undergoing continuous modernization to remain competitive.

Team Structure:

• Operations Transformation Focus: The role is embedded within the Enterprise Customer Contact (ECC) transformation program, suggesting close collaboration with teams focused on contact center operations, digital channels, AI implementation, and customer service delivery.

• Cross-Functional Design & Delivery: The role requires partnership with Product Managers, Technology leads, Operations managers, and Business stakeholders, indicating a matrixed or collaborative team structure.

• Reporting: Likely reports into a senior design leadership role or a program lead within the ECC transformation initiative, with significant interaction with senior executives and governance forums.

Methodology:

• Experience-Led Transformation: The core methodology is centered around designing exceptional customer and banker experiences as the primary driver for transformation.

• Human-Centred Design: Emphasizes understanding user needs (customers and bankers) to inform design decisions and solutions.

• Agile/Iterative Delivery: Implied by the need to balance immediate delivery pressures with long-term vision, suggesting an agile or iterative approach to implementing design solutions.

• Data-Driven Decision Making: "Value Realisation" and linking CX outcomes to measurable business impacts indicate a strong reliance on data and analytics for performance assessment and strategic planning.

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

📝 Enhancement Note: The company context highlights the scale and complexity of operations at ANZ. Transformation programs in such environments require robust design thinking, strong change management, and a deep understanding of operational processes to be successful. The "Operations" aspect is inherent in managing customer contact, service delivery, and back-office support for millions of customers.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior level role, positioned as a Lead within a critical transformation program. It offers significant influence over customer experience strategy and operational design within the ECC domain. The role requires seasoned expertise and the ability to operate with a high degree of autonomy and strategic input.

Reporting Structure: The Senior Strategic & Service Designer will likely report to a Head of CX, a Senior Program Director for ECC, or a similar leadership position responsible for the strategic direction of customer interactions. They will collaborate extensively with Directors and General Managers across various business units.

Operations Impact: The role's impact is substantial, directly influencing how millions of customers interact with ANZ through various channels, affecting customer satisfaction (NPS), operational efficiency, cost-to-serve, and revenue generation. By shaping the customer and banker experience, it drives foundational improvements in service delivery operations.

Growth Opportunities:

• Leadership within Transformation: Potential to lead larger design streams or become a principal designer responsible for broader CX strategy within ANZ's digital and customer contact initiatives.

• Specialization Advancement: Deepen expertise in specific areas such as AI-driven customer experiences, voice/conversational design, or advanced service modeling.

• Operational Strategy Leadership: Transition into roles focused on broader operational strategy, customer operations management, or digital transformation leadership within the bank.

• Mentorship & Capability Building: Opportunity to mentor junior designers and contribute to building the organization's CX and service design capabilities.

📝 Enhancement Note: This role is a strategic position with significant operational impact. Growth pathways are clearly defined, moving from senior individual contributor to leadership roles that oversee larger operational domains or strategic initiatives within the financial services sector.

🌐 Work Environment

Office Type: ANZ operates with a hybrid work model. This role is based in either Melbourne or Sydney, implying a modern office environment with collaborative workspaces designed for teams to come together for planning, workshops, and key meetings. The expectation is a blend of remote work and in-office presence.

Office Location(s): Melbourne and Sydney, Australia. These are major metropolitan hubs offering excellent amenities and accessibility. ANZ has established corporate offices in central business districts within these cities.

Workspace Context:

• Collaborative Hubs: Offices are equipped with meeting rooms, ideation spaces, and common areas to foster collaboration among cross-functional teams, including designers, product managers, technologists, and operations specialists.

• Technology & Tools: Access to standard corporate IT infrastructure, collaboration software, and potentially specialized design and prototyping tools.

• Team Interaction: Frequent opportunities for interaction with design peers, program teams, and business stakeholders, both virtually and in person, to drive alignment and co-create solutions.

Work Schedule: The role is Full-Time, with a standard expectation of 37.5-40 hours per week. The hybrid nature allows for flexibility in managing work location, but core hours and meeting attendance will be crucial for team coordination and stakeholder engagement within Australian time zones.

📝 Enhancement Note: The hybrid work environment is standard for large enterprises like ANZ, requiring individuals to be adept at both remote collaboration and in-person engagement. This setup is common for roles that bridge strategic design and operational execution, where focused individual work can be done remotely, and collaborative strategic planning happens in the office.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and resumes, focusing on relevant experience in large-scale transformations, service design, and stakeholder management.

• First Interview: Typically with the hiring manager or a lead designer. This will assess your overall fit, experience, and understanding of strategic and service design principles. Be prepared to discuss your approach to ambiguity and stakeholder engagement.

• Portfolio Presentation & Case Study: A significant part of the process will involve presenting a portfolio of your work. You will likely be asked to walk through 1-2 key projects that demonstrate your strategic thinking, service design capabilities, and ability to drive measurable outcomes in complex environments. Focus on projects related to customer experience transformation or operational improvements.

• Stakeholder Interviews: You may meet with key stakeholders from Product, Technology, and Operations to assess your collaboration style, ability to influence, and understanding of business needs.

• Final Interview: Potentially with a senior executive or program lead to discuss strategic alignment and overall suitability for the role and the transformation program.

Portfolio Review Tips:

• Curate for Impact: Select projects that best showcase your experience in strategic and service design, particularly those involving large-scale change or operational improvement within a corporate setting.

• Focus on Outcomes: For each project, clearly articulate the problem, your role, your process, the solution, and most importantly, the tangible business outcomes and operational efficiencies achieved. Use metrics like NPS, cost savings, efficiency gains, or customer effort reduction.

• Tell a Story: Structure your portfolio presentation to tell a compelling narrative about how you identified needs, designed solutions, managed challenges, and drove successful implementation.

• Demonstrate Process: Clearly illustrate your use of service blueprints, customer journey maps, and human-centered design methods. Show how these tools informed strategic decisions and led to practical improvements.

• Tailor to ANZ: Research ANZ's current initiatives, especially the Enterprise Customer Contact transformation, and highlight projects that align with their goals. Emphasize your ability to work in a large, complex organization.

Challenge Preparation:

• Scenario-Based Questions: Be prepared for questions asking how you would approach specific design challenges within the ECC program, how you would handle conflicting stakeholder priorities, or how you would measure the success of a new service.

• Strategic Thinking Exercises: You might be asked to outline a strategic approach to improving a hypothetical customer contact scenario or to critique an existing service experience.

• Process Design Thinking: Consider how you would design or improve a specific customer journey or operational process within a banking context.

📝 Enhancement Note: The emphasis on a portfolio review and case study presentation is critical for this role. Candidates should prepare to articulate their design process, strategic thinking, and, most importantly, the measurable impact of their work on business operations and customer experience. This aligns with the expectations for senior roles in operations and GTM strategy.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), Miro, Mural for collaborative whiteboarding and ideation.

• Service Design Tools: Dedicated service blueprinting software or advanced features within collaboration tools.

• Presentation Software: PowerPoint, Google Slides for executive-level presentations.

• Project Management Tools: Jira, Confluence, Asana for tracking progress and documentation.

Analytics & Reporting:

• Customer Feedback Platforms: Tools for NPS surveys, customer satisfaction tracking (e.g., Qualtrics, SurveyMonkey).

• Analytics Platforms: Google Analytics, Adobe Analytics (or similar) for digital channel performance.

• Business Intelligence Tools: Tableau, Power BI for creating dashboards and reports on operational metrics and CX performance.

CRM & Automation:

• CRM Systems: Experience with enterprise CRM systems (e.g., Salesforce, Microsoft Dynamics) is beneficial for understanding customer data and interaction history.

• Contact Center Technologies: Familiarity with modern contact center platforms, omnichannel solutions, and AI-powered customer service tools (e.g., chatbots, virtual assistants) is highly relevant given the ECC transformation focus.

• Workflow Automation Tools: Understanding of how workflow automation impacts service delivery and customer experience.

📝 Enhancement Note: While the role is primarily design-focused, familiarity with the technology stacks used in customer contact operations, CRM, and analytics is crucial for developing practical and impactful solutions. The mention of "AI-enabled experiences" points to a need for understanding emerging technologies in customer service.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and meeting customer needs, driving exceptional experiences across all touchpoints.

• Collaboration & Partnership: Valuing strong working relationships across teams, fostering open communication, and achieving shared goals through collective effort.

• Innovation & Continuous Improvement: Encouraging new ideas, challenging the status quo, and consistently seeking ways to enhance processes, services, and experiences.

• Data-Driven Decision Making: Utilizing data and insights to inform strategy, measure performance, and drive evidence-based decisions that optimize operations and outcomes.

• Accountability & Ownership: Taking responsibility for outcomes, driving initiatives to completion, and demonstrating a commitment to achieving business objectives.

Collaboration Style:

• Cross-Functional Integration: Actively working with individuals and teams from Product, Technology, Operations, Marketing, and Business units to ensure cohesive strategy and execution.

• Consultative Approach: Acting as a strategic partner and advisor, providing expertise and guidance to stakeholders while also being receptive to their input and perspectives.

• Feedback Culture: Encouraging constructive feedback loops to refine designs, improve processes, and foster a learning environment.

• Knowledge Sharing: Proactively sharing insights, best practices, and learnings across teams and the broader organization to elevate collective capabilities in CX and service design.

📝 Enhancement Note: The cultural values emphasize a proactive, collaborative, and results-oriented approach, which is typical for teams driving significant operational transformations within large organizations. The focus on "accountability and ownership" and "data-driven decision making" directly aligns with core operations principles.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Ambiguity: The ECC transformation is a large, complex program, and the role requires comfort with evolving priorities, incomplete information, and a dynamic environment.

• Balancing Strategic Vision with Delivery Urgency: Effectively managing the tension between long-term CX goals and the immediate pressures of project timelines and deliverables.

• Influencing Diverse Stakeholders: Gaining buy-in and alignment from various departments with potentially competing interests and priorities.

• Driving Enterprise-Wide Adoption: Ensuring that design principles and solutions are consistently applied and adopted across different business units and teams.

• Measuring Impact in a Complex Ecosystem: Quantifying the value and ROI of design initiatives within a large financial institution's intricate operational structure.

Learning & Development Opportunities:

• Deepening CX Strategy Expertise: Opportunities to refine strategic thinking and leadership skills within a major transformation context.

• Exposure to Advanced Technologies: Working with AI-driven customer experiences, advanced analytics, and digital transformation initiatives.

• Financial Services Industry Acumen: Gaining in-depth knowledge of banking operations, regulatory requirements, and customer dynamics.

• Cross-Functional Skill Development: Enhancing capabilities in areas like program management, business analysis, and technology integration through collaboration.

• Leadership Development Programs: Access to ANZ's internal leadership training and mentorship opportunities for career advancement.

📝 Enhancement Note: The challenges highlight the complexity inherent in large-scale operational transformations. The growth opportunities are geared towards developing expertise in both design leadership and broader strategic/operational roles within the financial sector.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence a senior executive to adopt a strategic design direction that was initially met with resistance. What was your approach, and what was the outcome?" (Focus on stakeholder management, negotiation, and strategic framing.)

• "How do you balance the need for long-term customer experience vision with the immediate demands of project delivery in a fast-paced transformation program?" (Prepare to discuss prioritization, agile methodologies, and phased approaches.)

Company & Culture Questions:

• "Based on your research, what do you see as the biggest CX challenges for a bank like ANZ, and how can strategic design address them?" (Showcase your understanding of the industry and ANZ's context.)

• "How do you foster collaboration and build trust with cross-functional teams, particularly with technology and operations partners?" (Highlight your collaboration style and experience working in matrixed environments.)

Portfolio Presentation Strategy:

• Structure for Impact: For each case study, clearly define the problem, your specific role and contributions, the design process and methodologies used, the solution developed, and the measurable results (operational efficiency, customer satisfaction, NPS uplift, cost savings).

• Emphasize Strategic Thinking: Articulate why certain design decisions were made, linking them directly to business strategy and desired operational outcomes.

• Showcase Collaboration: Highlight instances where you successfully partnered with stakeholders from Product, Technology, and Operations to achieve project goals.

• Visual Storytelling: Use high-quality visuals (journey maps, blueprints, wireframes, prototypes) to complement your narrative and make complex concepts easy to understand.

• Quantify Results: Be ready to discuss the quantitative impact of your work. If exact numbers aren't available, discuss the metrics you tracked or aimed to influence.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, strong operational impact awareness, and excellent stakeholder management skills, all within the context of a large-scale transformation in the financial services industry.

📌 Application Steps

To apply for this Senior Strategic & Service Designer position:

• Submit your application through the ANZ Careers portal, referencing Job ID 113573.

• Tailor your Resume/CV: Ensure your resume highlights experience in large-scale transformations, strategic and service design, stakeholder management, and measurable outcomes related to customer experience and operational efficiency. Use keywords from the job description.

• Curate Your Portfolio: Select 2-3 of your most relevant projects that showcase your capabilities in strategic design, service blueprinting, journey mapping, and driving tangible business value. Prepare to present these projects effectively, focusing on outcomes and impact.

• Research ANZ: Understand ANZ's current business priorities, especially their focus on Enterprise Customer Contact transformation, digital innovation, and customer experience strategies.

• Prepare for Case Studies/Interviews: Practice articulating your design process, strategic thinking, and how you measure success. Be ready to discuss how you would approach challenges specific to the banking industry and large organizations.

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