Service Designer

The opportunity

The Experience Team pioneer engagement and retention activities across the Fund, with a focus on delivering easy, relevant and intuitive experiences across all member touch points to ensure that members are always having a fantastic experience.

In this newly created position, you’ll support the Experience Team by leading design of experiences that enhance key member moments and reduce key pain points.

To Achieve This, You Will

• Establish and apply design thinking capability in a practical and fit-for-purpose manner that brings to life CareSuper’s brand promise, value proposition and CX vision
• Bring stakeholders together to empathise and understand customer experience touchpoints, including digital and physical channels
• Champion the voice of our members and intermediaries and validate designs or prototypes through usability testing or other forms of user research
• Apply innovation to solve pain points and facilitate ideation and co-design of experience improvements across teams
• Develop and maintain artefacts such as storyboards, customer journeys and service blueprints to showcase, educate and build empathy
• Identify key success measures and outcomes as part of future state design and contribute to the delivery of relevant enhanced experiences within the Experience strategy
• Use our CX software and member surveys to analyse data and better understand pain points as well as areas of improvement to assist you in developing your future state and CX improvements

What You’ll Bring

Strong experience working with stakeholders across organisations developing market leading Customer Experiences. You are someone who can bring together our subject matter experts to problem solve and challenge the status quo. You are a curious individual with the exceptional ability to distil complex ideas, have strong written and verbal communication skills as well as the ability to create and fastidiously manage design artefacts.

The successful applicant will be an organised problem solver with:

• Experience in CX or service design as part of a consultancy or in-house experience team.
• Proven experience delivering CX improvements to an organisation.
• Practical experience with applying HCD techniques to experience design challenges
• Demonstrated ability to lead workshop facilitation with a diverse range of stakeholders to elicit practical outcomes
• Excellent critical thinking and structured problem-solving skills with the ability to digest and distil complex information
• Robust business and commercial acumen to qualify priorities and impact where required
• Experience with mapping software such as Miro, Journey etc.
• Advanced visual, written and verbal communication skills
• An ability to work collaboratively with internal and external stakeholders covering a diverse portfolio of teams, channels and touchpoints
• Excellent time management and prioritisation skills
• Knowledge and experience in the superannuation or financial services sector is highly desirable