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Senior Service Designer


It is an exciting time at Macquarie Bank as we look to expand our team of Designers and Researchers.

As a Senior Service Designer, you will be based in a strategically focused design team working across Research, Product and Service Design initiatives. It is our team’s mission to ensure we are delivering a leading digital experience to our Clients, Advisers, and Employees. 

What you'll do: 

  • Plan and lead service design activities to support strategic initiatives as well as iterative improvements. 

  • Leverage design thinking to understand customer needs and evolve the customer experience within a complex ecosystem. 

  • Plan and manage design research (qualitative research, quantitative research, secondary research, validation testing etc) collaboratively with researchers and the design team.  

  • Plan, manage and document system mapping, customer journeys, service blueprints scenarios, and service specifications. 

  • Design the target user experience and the customer value proposition. Partner with cross-functional teams to concept, prototype, and implement service experiences that are desirable, feasible and viable. 

  • Design and facilitate design thinking workshops for ideation and iteration, for small and large groups, remotely and in person. 

 What we're looking for: 

  • 5-10 years of professional experience design and recent experience as a Senior Designer in service and/or strategic design, ideally with consulting experience. 

  • An excellent portfolio showcasing in-depth knowledge and experience in Interaction Design and Service Design across varied users, business problems, and devices. 

  • Bachelor's degree in Graphic Design, Industrial Design, Human-Computer Interaction, or other relevant degree. 

  • End to end experience in managing design activities across the user-centred design process, managing project stakeholders, and setting priorities. 

  • Ability to produce high quality design artefacts such as personas, journey maps, task models, wireframes, interactive prototypes, and research reports. 

  • Ability to explain complex concepts clearly and persuasively across a variety of audiences and organisational levels. 

  • Highly skilled in design tools such as Figma, Adobe Creative Suite, and Mural. 

  • Comfortable working in an Agile environment and resilient in the face of shifting priorities. 

If this sounds like you, please send a CV and portfolio. We’d like you to be able to show your abilities to us in an interview, through your portfolio showcasing experience where you have previously shipped service design for digital products. 

Desired skills & experience:  

  • Knowledge and experience working on complex digital transformation initiatives, in an agile working environment. 

  • Familiarity with, or willingness to learn Business Model Canvas, Value Proposition Canvas, and Jobs to be done methodologies.  

  • Experience working within financial services desirable

Design at Macquarie Bank 

The design function and Macquarie, headed by our Chief Design Officer, helps envision and deliver how customers experience our various products and services across multiple digital channels. We span across the full design spectrum, from early-stage conceptual design and research to delivering pixel-perfect interfaces on our digital platforms. We follow a human-centered, data-led approach to design and seek to win by collaborating with our partners and helping deliver exceptional customer experiences as a team. 

About Banking and Financial Services

Banking and Financial Services is Macquarie’s retail banking and financial services business, providing a diverse range of personal banking, wealth management, business banking and vehicle finance products and services to retail clients, advisers, brokers and business clients. 

Our commitment to Diversity, Equity and Inclusion 

The diversity of our people is one of our greatest strengths. An inclusive and equitable environment enables us to deliver innovative and sustainable outcomes for our people, clients, shareholders and communities. From day one, you'll be encouraged to be yourself and supported to perform at your best. If our purpose of ‘empowering people to innovate and invest for a better future’ is as inspiring to you as it is to us, please apply. With the right technology, support and resources, our people can work in a range of flexible ways.

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We encourage candidates to speak with a member of our recruitment team if you require adjustments to our recruitment process to support you, and the type of working arrangements that would help you thrive.

About Macquarie

A career at Macquarie means you’ll have the opportunity to develop and utilise new skills, explore interesting fields and do challenging work that will impact the lives of people around the world—whether it’s accelerating the green energy transition, helping sustain global food supplies, financing social housing projects or investing in essential infrastructure. At Macquarie, we’re empowering people to innovate and invest for a better future.

Our size and international presence means your work can take you anywhere—across business groups, disciplines, sectors and borders. With 19,200+ employees and offices in 34 markets around the world, we’re a truly global organisation.

You’ll be supported by a diverse team where the unique perspectives, ideas and experiences that all of our people bring are valued. You’ll be empowered to address unmet needs in our communities whilst advising and investing alongside our clients and partners. Working with us, you’ll have the opportunity to make a difference.

Macquarie is a global financial group providing clients with asset management, retail and business banking, wealth management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory, capital raising and principal investment.

Find out more at

Job no: BFS-971093
Work type: Permanent - Full time
Location: Sydney
Category: Technology, Projects, Improvements & Change, Research, Retail Banking, Strategy & Change
Group: Banking and Financial Services
Division: Product & Technology
Recruiter: Leanne Harrington
Opening Date: