Principal Service Designer, Merchants

Full job description
Principal Service Designer, Merchants

Job number: 801635
Primary position location: VIC- Melbourne CBD
Primary position location: VIC- Melbourne inner
Category: Banking Financial Services
Category: Digital Innovation
Category: Information, Communication Technology
Work type: Permanent Full time
Closing at: Jul 27 2025 - 23:55 AEST
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Join the team shaping the future of payment and merchant experiences across a range of industries, as part of the Business Banking Experience team within NAB Design.
Understand, define, develop, and create scalable and quality end-to-end services for Merchant customers using NAB’s payment solutions.
Play a pivotal role in supporting merchants’ end-to-end experience in interacting with NAB.
Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In the role of Principal Service Designer, you will join the Merchant Services team that’s doubling down on customer obsession.

Each day, you’ll go above and beyond to:

Build strong stakeholder, team and external relationships to increase reach, quality and impact of nab design work.
Understand, communicate, and iterate on service experiences to deliver simple, streamlined and industry-leading experiences for Merchant customers.
Collaborate and co-create with product, technology, and service stakeholders to optimise and uplift customer and colleague processes and services.
Mentor and coach designers (no direct reports), fostering their growth and helping them to produce high-quality design work using actionable feedback.
Define product, service and business strategies that deliver strategic results for NAB and guide customer/colleague experience decisions.
Create and iterate on frameworks, tools and resources that enable the design team/domain/sub-domain to make strategic customer decisions.
Oversee all user/customer research and testing, leading the strategic integration of insights into design decisions
Enforce high standards for design quality across all projects, conducting regular reviews and critiques to ensure the output meets customer/colleague needs and business objectives.
Embed inclusive design principles and best practices to create inclusive and user-friendly designs for all.
Collaborate with stakeholders and cross functional teams to Identify pain points, gaps, and opportunities for improvement
We’re looking for the best and brightest to deliver the best for our customers. You’ll need:

Extensive experience working as Service Designer or CX designer
Experience within a finance or service industries
Demonstrated ability to partner and successfully work with multiple disciplines and complex teams and demonstrate the value of design
Excellent working knowledge of the design process, experience design methodologies and principles
Demonstrated strong experience working in Agile, using agile tools methods
Strong ability to independently perform the essential capabilities required in this role
Proven experience setting and using design processes and tools to digitise experiences
A diverse and inclusive workplace works better for everyone

We know that our people make us who we are. That's why we have built a culture of equity and respect – where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

For details on the recruitment process, and accessibility, please visit www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team, via nab.careers@nab.com.au (please reference job number) or visit our Careers page through the link above for other contact options. Read more