Customer Experience Lead-NEW07176Full time, permanent role
Based in Britomart, Auckland
Flexible working options available
Westpac is a strong and trusted brand in the New Zealand market. We provide leading, innovative banking products and continue to enhance our customers’ experience with next generation banking.
We have recently embarked on a new phase in the way we work which has been one of the most significant changes in our organisations’ history – restructuring the ‘delivery’ part of our business into cross functional teams that have adopted working methodology drawn down from ‘Agile’ principles. We call it the Westpac Way of Working.
About the role
We currently have an opportunity for a Customer Experience Lead in our Customer Experience & Design Chapter Area, offering the opportunity to work with stakeholders across our organisation to influence decisions based on human-centered design practice.
Customer Experience and Design are the voice of our customers and our people in the experience hub. Initially this role will be focused on Consumer Experience with opportunities to add value across the entire bank – from our frontline staff, our experience hubs, and to our customers.
There are four main areas you will work across:
Customer Understanding
Design Process
Squad and chapter membership
System thinking
With this in mind, you’ll need to be adept in design thinking, identifying and articulating customer needs, design strategy, journeys and translating this into business solutions. You’ll have the ability to coach, influence and educate stakeholders from Senior Leaders to customers and everyone in between.
We’d also expect you to have a demonstrable track record in facilitation, experience design, rapid prototyping and usability testing.
The ability to create experience and service design maps, journeys, concept sketches and storyboards, personas and basic prototypes would also be beneficial, although not essential.
Along with the above, you’ll need:Experience in using quantitative and qualitative data to articulate insights and opportunities
Strong communication skills with the ability to articulate the value of a design choice to clients/users
The ability to synthesise abstract idea into a concrete understanding of the customer
The skills to produce high quality insights under quick turn-around times and strict deadlines
A passion for problem solving through design and seeing the value in taking an iterative approach to design
A strong sense of ownership and the confidence to speak up to ensure the customer angle is heard by other members of the squad
What’s great about working for Westpac?
We're passionate about people and take pride in building teams that reflect the diversity in our communities. From day one, we'll invest in your growth and empower you to take ownership of your development. You can also enrol in our industry-leading superannuation programme and fantastic staff banking package.
Next Steps
If you are keen to create an awesome experience for our customers, and work in a progressive organisation with an enviable culture, then apply today with your CV and Cover Letter through the link on this page.Job:Information TechnologyPrimary Location:New ZealandEmployee Status:PermanentSchedule:Full-timePosting Date:11/05/2020, 5:42:40 PMClosing Date:15/05/2020, 8:59:00 AM
