Service Designer

• 12 Month contract + high potential to extend
• Day rate up to $950 + Super depending on provided experience
• Hybrid working arrangement - WFH/Office

One of Australia's largest financial institutions are embarking on a multi-year transformation of its Financial Crime operations and is looking for an experienced Service Designer to play a pivotal role in redesigning how the bank prevents, detects, and manages financial crime. This is a newly created role in a high-impact program, focused on bringing simplicity, efficiency, and intuitive design into a space currently dominated by manual, outdated workflows.

You'll work alongside stakeholders from technology, operations, design, and data to help shape a future-ready user experience that empowers frontline investigators, uplifts case quality, and integrates seamlessly with upcoming AI capabilities.

Key Responsibilities

• Lead end-to-end service design activities across a high-stakes operational transformation program.
• Conduct user research, map current and future state user journeys, and identify pain points and improvement opportunities.
• Create personas, journey maps, and other service design artefacts to guide and inform process and product development.
• Collaborate with Lean process experts to align front-of-house design with back-of-house efficiency.
• Work closely with tech teams to inform UI/UX improvements, prototype new features, and support interface development for future case management systems.
• Facilitate co-design workshops and stakeholder engagement sessions to ensure user needs are at the centre of transformation.
• Contribute to change and cultural adoption strategies, helping operational teams transition to new ways of working.
• Translate complex, regulated workflows into intuitive, scalable, human-centred solutions.

What We're Looking For

• 5+ years of experience in Service Design or Human-Centred Design (HCD), ideally in complex, regulated environments (e.g. finance, telco, healthcare).
• Strong experience with user research, journey mapping, persona development, prototyping, and user testing.
• Exposure to Lean process analysis and understanding of how to link UX with operational efficiency.
• Solid understanding of UI/UX principles - you won't need to build interfaces but should be able to guide them.
• Confident in facilitating workshops, stakeholder discussions, and design reviews with both senior leaders and frontline users.
• Excellent communication, storytelling, and synthesis skills - ability to turn insight into action and complexity into clarity.
• Cultural sensitivity and adaptability - ability to influence in environments undergoing significant change.
• Experience working in transformation programs is highly desirable.

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Aryan Eskandari via email [email protected] and quote the above job reference number.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process, including the application form in an alternate format, please contact me on the above contact details.