Lead Service Designer

Bring human centred design skills and thinking to support and guide the definition of the desired customer experience and to develop and implement strategies to achieve this outcome. Inform and advise business leaders in each of the service lines on actions to support enhanced customer outcomes and ensure these are aligned with icare’s customer experience objectives.

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

• Work with the 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 digital experiences.
• Coordinate the dissemination of human centred design capability through the service lines to support enhanced outcomes.
• Design and implement strategies to enhance customer experience at key service points and ensure their integration into the procedures and systems applied in each customer interaction.
• Undertake and coordinate research and investigation into the range of customer touchpoints, seeking to uncover the moments that matter, identify actionable insights and areas for improvement of the overall customer experience.
• Research, develop, implement and lead, when required, design projects from concept through to delivery that support and enhance customer experience.
• Develop tools that best tell the story of uncovered insights, aimed at helping stakeholders of different seniorities make evidence-based decisions for changed ways of working and technology implementation.

Your story so far:

• At least 5 years practical experience in a relevant design field (service, strategic, user experience or related area)
• Tertiary qualifications in design, business, psychology, or other relevant field; or equivalent knowledge gained through industry experience.
• Sound understanding of human-centred design methodologies and activities, including qualitative and quantitative research, journey mapping, blueprinting, prototyping and user testing
• Prior experience within large organisations, government, or top tier consulting firms will be highly regarded
• A broad range of experience in customer experience design and leading design initiatives, preferably in the telecommunications, finance or insurance industry or with a Top Tier consulting firm