Service Designer

The Opportunity:
As a CX & Service Designer at AIA, you’ll play a key role in shaping exceptional experiences for our customers, partners, and employees. You’ll champion human-centered design principles, lead end-to-end design processes, and ensure every interaction aligns with our strategic goals and customer needs. Working closely with business partners, you’ll help embed customer-led thinking across the organisation – delivering seamless, impactful, and consistent experiences that drive value and improve outcomes.

To do this successfully you will:

• Lead the design of exceptional customer, partner and employee experiences through the creation of insight led current and future state end-to-end journey maps, that support the identification of customer pain points and unmet needs and surface the biggest opportunities to improve the customer experience across the value stages of the Learn, Buy, Service & Claim journeys in the Life, Health and Vitality business channels.
• Support the Head of CX & Service Design to drive the development and articulation of the CX Vision, strategy and execution plans
• Contribute to the AIAA Enterprise CX & Service Design Centre of Excellence to ensure consistency of artefacts and that initiatives are underpinned by HCD methodology that balances human insight with commercial drivers to design optimal, validated, profitable experiences that support our brand, CVP and Customer Experience promise
• Ability to facilitate internal and external workshops as needed
• Ensure success of Integration by working collaboratively with all partners to define, design and implement Best of the Best solutions.

Successful applications will have:

• Degree qualification in relevant discipline
• Experience in leading without authority in highly matrix organization – virtual cross functional Customer Champion teams
• Proven success in defining and operationalising Design Thinking & HCD and Jobs To Be Done methodology.
• Significant practical experience in one or more design disciplines (eg: Strategic Design, CX Design, Service Design or UX Design) and/or Business Process Analysis with a track record for driving change that has delivered step change customer growth outcomes.
• Demonstrated experience in customer research and insights gathering and synthesis as well as presenting, communicating and facilitating research insights and design outcomes
• Understanding of Behavioural Economics and how the apply to the development of journeys desired
• Experience in Agile or Lean methodologies preferred
• Experience working in complex services organization/s preferred. Financial services and insurance experience desired.