We're looking for an Experience Design Lead to join our growing design community on a fixed-term basis through to the end June 2027.
This is an opportunity to work on some of Westpac's most complex customer and operational experience challenges, helping shape the future of how customers, frontline teams and operational specialists interact across key banking services.
You'll lead service design activities across large-scale transformation initiatives, bringing together customer, banker and business perspectives to identify opportunities, simplify complex experiences and influence better outcomes. Working closely with stakeholders across business, technology, operations and risk, you'll help create aligned, end-to-end experiences that balance customer needs with organisational objectives.
This is a hands-on role for someone who thrives in ambiguity, enjoys solving complex problems, and can confidently bring people together to move from ideas to action.
Nā tāu rourou | What will you bring?
We're looking for someone who:
- Has significant experience in Service Design, Experience Design or Human-Centred Design within complex organisations
- Can confidently lead the design of end-to-end services, journeys and experiences spanning multiple teams, systems and touchpoints
- Is skilled at facilitating workshops and bringing diverse stakeholders together around a shared understanding of customer and business needs
- Has experience mapping customer and banker journeys, developing service blueprints and identifying opportunities for improvement
- Can simplify complexity and communicate ideas clearly through compelling visualisations, artefacts and storytelling
- Builds strong relationships and can influence decisions at all levels of the organisation
- Brings a proactive, collaborative and outcomes-focused mindset
- Is passionate about improving experiences for customers and the people who support them
Ko mātou tēnei | Our Organisation
At Westpac, we’re working together to build a fairer and stronger New Zealand for our people, customers, and communities. For over 160 years we’ve been driven by our purpose to Create Better Futures Together.
What makes us unique are the incredible people we’re lucky enough to have walk through our doors every day. The giant ‘W’ on our building doesn’t just stand for Westpac – it says, double you. We’re a place that values, rewards and recognises individuality. Where you can be your whole self, your true self, and your best self. We’re recognised as a place where talent is developed, where passions are fuelled and where ambitions of all shapes and sizes thrive. And it all starts with you!
Tono mai ināianei! | Apply Now!
Apply today with your CV and Cover Letter.
The people of Aotearoa, New Zealand hail from many cultures and backgrounds. At Westpac New Zealand, we draw on this enormous talent pool to cultivate a team rich in ability and empowered to reach its full potential. Our aim is to be brave challengers, celebrating our differences and relentlessly advocating for our customers. It starts with us – we believe that when we care deeply and do our best for our people, they’ll do their best for our customers. We encourage people from all walks of life to apply, including those who are neurodivergent, have chronic health conditions or disabilities – your attitude and passion are as important to us as your experience, qualifications and capabilities.
Mahi tahi tātou, kaha ake tātou | Together Greater
Applications close:
28 October 2026Skills Required
- Significant experience in service design, experience design, or human-centred design within complex organisations.
- Experience leading end-to-end services, journeys, and experiences spanning multiple teams, systems, and touchpoints.
- Ability to facilitate workshops and align diverse stakeholders around customer and business needs.
- Experience mapping customer and banker journeys, developing service blueprints, and identifying improvement opportunities.
- Ability to simplify complexity and communicate ideas through visualisations, artefacts, and storytelling.
- Strong relationship-building and ability to influence decisions at all organisational levels.
- Proactive, collaborative, and outcomes-focused mindset.
- Passion for improving customer and employee experiences.
Westpac Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Westpac and has not been reviewed or approved by Westpac.
-
Leave & Time Off Breadth — Extensive paid and unpaid leave options span wellbeing leave, Culture/Lifestyle/Wellbeing days, purchased leave up to 12 weeks, career breaks, and various specialized leaves. This breadth supports work-life balance and accommodates a wide range of personal circumstances.
-
Parental & Family Support — Parental provisions include 16 weeks full pay (or 32 at half pay) for primary carers, four weeks for support carers, and continued superannuation during unpaid parental leave. Additional supports cover domestic and family violence leave, Family Pathways leave, and grandparental leave.
-
Wellbeing & Lifestyle Benefits — Wellbeing resources include counselling and coaching services, workplace mental health training, free nutrition advice, and health insurance access with pre‑existing conditions covered if joined promptly. Financial and lifestyle perks include banking discounts for employees and families and the myDiscounts program.
Westpac Insights
What We Do
Westpac is Australia’s oldest bank and company, one of four major banking organisations in Australia and one of the largest banks in New Zealand. We provide a broad range of banking and financial services in these markets, including consumer, business and institutional banking and wealth management services. We also have offices in key financial centres around the world including London, New York, Hong Kong and Singapore. Westpac Group's portfolio of financial services brands and businesses is focused on our vision, which is "To be one of the world’s great service companies, helping our customers, communities and people to prosper and grow.”
