Elli Han

Elli Han currently serves as a Service Designer at Westpac Group, where she plays a pivotal role in transforming the bank’s customer experience through innovative service design strategies. Leveraging her unique blend of visual design, behavioral psychology, and educational expertise, Elli is instrumental in shaping end-to-end customer journeys that are both intuitive and impactful. Her work is deeply aligned with Westpac’s strategic priorities, particularly in delivering large-scale service transformations that enhance customer satisfaction and operational efficiency.

Over the past two years, Elli has led or contributed to the delivery of over 90 customer journeys across various banking touchpoints, making her a key driver in the bank’s customer-centric initiatives. She collaborates closely with multidisciplinary teams—including strategists, data analysts, and UX designers—to develop strategically aligned solutions that address complex processes with simple, effective interventions. Her expertise in tools like Miro and Figma facilitates rapid prototyping and stakeholder engagement, ensuring that solutions are both innovative and feasible within tight timelines.

Elli’s focus on human-centered design, combined with her proficiency in UX research, data visualization, and workflow management, enables her to identify pain points and craft seamless service experiences. Her ability to synthesize insights from behavioral psychology and customer feedback ensures that solutions are not only technologically sound but also resonate with customer needs and expectations. As a passionate advocate for bringing customer experience to the forefront of financial services, Elli continues to drive impactful change at Westpac, fostering a culture of continuous improvement and design excellence.