Service Design Manager

Commonwealth Bank of Australia

Sydney, New South Wales, Australia
Hybrid
Service design process
Define target-state journeys
Service blueprints
Spearheading the development of an AI-powered platform designed to transform customer relationship management into a hybrid-agentic model

Job Summary

  • Spearheading the development of an AI-powered platform designed to transform customer relationship management into a hybrid-agentic model.
  • Define what great looks like for our people and customers in a new hybrid-agentic model using service design, critical thinking, and deep empathy.
  • Design and refine experiences based on feedback, insight, and performance, and know when to evolve, pivot, or retire them.

Matching Summary

Spearheading the development of an AI-powered platform designed to transform customer relationship management into a hybrid-agentic model.

Skills & Requirements

Must-have

  • Service design process
  • Define target-state journeys
  • Service blueprints
  • Facilitate co-creation sessions
  • Cross-functional collaboration
  • Customer and colleague experience

Nice-to-have

  • Naturally curious and energized by problems
  • Thrive in ambiguity
  • Stay current with design methodologies
  • Co-creating with diverse teams
  • Agile mindset

Key Requirements

  • Experience in service design, product design, transformation, or experience strategy
  • Strong design toolkit
  • Experience in large, complex organisations
  • Experience shaping solutions across CRM platforms
  • Experience in financial services or highly regulated industry

Work Rights

Not specified

Tailored Resume

Cover Letter