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Service Designer

Macquarie Group Limited - Sydney, NSW

Banking & Finance
Source: uWorkin

Source: uWorkin


Join the Macquarie Home Loans design team. Our design team consists of end-to-end designers who play along the full spectrum of design. Together, we are helping to define the future of Home Loans at Macquarie, creating a meaningful and impactful experience for people that are refinancing or buying their new home.

In this role, you will be the custodian of the customer journey and service blueprints, enabling the product team to understand the complex relationship between customer pain points, internal business practices and the underlying platforms. You will work closely with UX, UI and other Service Designers to maintain and evolve the research register to build a rich library of insights that informs the build of features. Finally, you will help set the strategic vision of the Home Loans product by bringing your future visioning prowess to the table.

What you'll do:

  • Map the relationships between customer actions, employee actions and third-party platforms and systems
  • Gather ideas from stakeholders, such as UX, UI and Service Designers, Product Owners, Business Analysts, Architects, Engineers and other experts across the business, through workshops, kick offs and feedback sessions
  • Design and facilitate workshops and co-creation sessions for ideation and iteration
  • Identify insights from customer research through unmoderated and moderated techniques, interviews, surveys and assist with research recruitment
  • Guide the teams towards a future shared vision of the Home Loans product through workshops
  • Bring your research to life through personas, customer journeys, service blueprints and stories or scenarios
  • Generate strategies for managing a research register and testing platform to help the team continuously bring insight into the delivery of features
  • Synthesise and communicate your findings and recommendations to stakeholders in the team and across the company

What we're looking for:

  • Designers who thrive in a collaborative team, with excellent communication and interpersonal skills
  • Passionate design advocates, committed to best practice, process improvements and sharing ideas and inspiration within the team
  • Problem solvers who love big challenges, tackle them using a collaborative workflow, with the customer front of mind
  • Portfolio showcasing experience in Service design where you have articulated your process and the outcomes you have achieved

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.

About us:

Banking and Financial Services Group comprises Macquarie's retail banking and financial services businesses, providing a diverse range of personal banking, wealth management and business banking products and services to retail customers, advisers, brokers and business clients.


Macquarie understands the importance of diversity and inclusion - our long history of success has come from being different. At Macquarie we value the innovation and creativity that diversity of thought brings. The one thing we all have in common is our focus on high performance. If you're capable, motivated and can deliver, we want you on our team.

We facilitate a range of flexible working arrangements within our teams. Talk to us about what flexibility is available.

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 16,300+ employees and offices in 31 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, investment banking and principal investment.

Job no: BFS-955886
Work type: Agency Worker
Location: Sydney
Category: Technology
Group: Banking and Financial Services
Division: Product & Technology
Recruiter: Melissa Norton
Opening Date: 15/2/2021