Lead Service Designer

About the Role

The Lead Service Designer partners with stakeholders to inform and advise business leaders/general managers in each of the schemes on actions to support enhanced customer outcomes and ensure these are aligned with icare’s customer experience objectives.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• Comprehensive learning and development supportaligned to icare’s Core Capabilities.
• Our People Awards – On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as Lead Service Designer you will:

• Work with the schemes/service lines to design and define the superior customer experience that is desired and to embed this into business practice.
• Advise and guide the business on the changes which are required to achieve identified customer outcomes and ensure these effectively communicated in each of the service lines.
• Advise and guide the development of in-house human centred design capability and projects including the design of self-service digital experiences.
• Design and implement strategies to enhance customer experience at key service points (moments that matter) and ensure their integration into the procedures and systems applied in each customer interaction.
• Scope, research, develop, implement and lead, when required, design projects from concept through to delivery that support and enhance customer experience.
• Work in collaboration with other designers and support the growth and learning of less experienced designers

Skills & Experience

• Tertiary qualification at degree level in marketing or other relevant field, or equivalent knowledge and skills acquired through extensive practical experience
• A broad range of experience (five years plus) in customer experience design and leading design initiatives, preferably in Government, the telecommunications, finance or insurance industry or with a Top Tier consulting firm