Insurance

Service Designer

Archived
Full Time

AIA Australia

The Opportunity

Due to growth, AIA Australia has an opportunity for a CX/Service Designer to join our fun and friendly team. This key role will see you deliver leading customer, partner and employee experiences for key critical initiatives across Health, Life & Vitality, articulated through end-to-end journey maps and service blueprints.

To do this successfully you will:

  • Lead the design of exceptional customer, partner and employee experiences through the creation of insight led CX artefacts, including current and future state journey maps and service blueprints
  • Drive customer centricity, championing a HCD (Human-Centered Design) approach that balances human insight with commercial drivers to create compelling experiences
  • Represent the customer across strategic projects and initiatives and provide a customer value lens to decision making and providing input into scope prioritisation assessments as required
  • Facilitate the co-design of solutions to mutually improve experience and business impact
  • Plan and implement CX & Service Design approaches and activities as appropriate for the project, including planning & facilitation of customer research
  • Partner with UX Designers to translate CX and Service Design aspirations into user flows and wireframes for digital touchpoints
  • Participate in the evolution of CX practices, methodologies and capabilities

Successful applications will demonstrate:

  • Strong experience in CX Design, Service Design or Strategic Design, preferably with a background in a large matrix services organisation
  • Experience planning & facilitating customer research & conducting synthesis, customer journey mapping, facilitating co-design workshops, and leading service design/creation of detailed service blueprints for highly complex services organisations
  • Experience leading projects and initiatives with significant process re-engineering focus
  • Strong Customer focus and insight driven – with ability to turn findings into insights, and insights into opportunities or actions
  • Strong Commercial and strategic expertise – and ability to relate and connect customer and partner experience with operations – people/employee experience (EX), process, technology in pursuit of both customer and commercial outcomes
  • Ability to collaborate effectively with a diverse group of stakeholders and influence for positive outcomes
Location
Melbourne VIC, Australia
Type
Full Time
Industry
Insurance
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