Work About

Westpac New Zealand

Westpac has been helping Kiwis find the right financial solutions to suit their lives since 1861. A wide range of people and businesses bank with Westpac – from young children, to first home-owners through to big corporations and the New Zealand Government. With nearly a quarter of all Kiwis banking with Westpac, it is one of the largest banks in New Zealand. As a lead designer, I’m currently working on the personal banking online experience focussing on the app.

Role highlights

  • Leading a small team of designers working on online banking for customers.
  • Mentoring UX grads, helping them learn and practice the e2e design process and guiding them to lead small projects by themselves.
  • Creating a space for designers to collaborate and align on design work happening across different squads and tribes.
  • Advocating and bringing in industry standard design tools improving the Westpac design culture and workflow.
  • Setting up design integrated ways of working within a product team to ensure we deliver high quality work.
  • Building and maintaining design roadmap together with POs and help with design resourcing.
  • Coaching the business and product teams on a customer first approach towards problem solving and showcasing value of design.
  • Working closely with POs and engineers to prioritize, plan and deliver a solution to ensure customers and business gets most value out of it.
  • Working closely with the legal, compliance, risk, fraud and security team to ensure we’re building safe and secure banking experiences.
  • Working closely with customer facing teams to get insights about customer & staff problems, and ensure we solve them both together.

Project highlights

  • Discovery, design and delivery of a simplified login reset journey to reduce contact center call volume by more than 23% (goal was 20%), freeing up the contact centre team to support customers through more valuable interactions.
  • Rapid high fidelity prototyping and concept testing for a first-in-NZ market concept for financial management tool to gauge its desirability.
  • Building and maintaining app component libraries on Figma.
  • Delivery of various other new features and enhancements on the ios and android app.