Senior Service Designer

We are looking for an experienced and customer obsessed Senior Service Designer to help drive Medibank’s vision to improve the health and wellbeing of Australians as an innovative and purpose driven health company.

Using Human Centred Design principles and design thinking, this permanent role will lead strategic design projects end to end to define Medibank’s future state customer experience across both health and insurance through product design, service design and experience design. The role will focus predominately on the insurance service customer journeys.

This role will be pivotal in bringing innovation to the health insurance industry and in turn to Medibank’s current and future customers, ultimately improving the quality of lives. In terms of role purpose and impact, it doesn’t get much more rewarding!

Day to day this role will see you:

• Decide if your day is best spent working from home or the office. We don’t go for mandated office attendance here at Medibank, but we will need you to come along to team days and events when they’re on.
• Design future-state customer journey experiences in collaboration with the Digital team and other cross functional SME’s.
• Use the customer journey framework to bring disconnected experiences and propositions together and create linkages from one journey to the next. This will see you unite cross functional stakeholders around this customer journey framework.
• Arm personalisation teams across marketing and UX with customer journey insights to build content, experiences and navigation unique to customers’ health needs or interest and according to the customer’s journey stage.
• Work closely with the VOC and Customer Insights team to generate insights to inform future state design and importantly track and measure success of design efforts.
• Contribute to the development and implementation of the CX Strategy in support of the broader business strategy.
• Use CX performance data to evaluate the delivery of the CX Strategy and identify opportunities for improvement.
• Lead the planning and facilitation of workshops (including with customers, agencies and internal stakeholders) that are engaging and productive whilst driving focussed outcomes.
• Taking some time to recharge your batteries and encouraging others to do the same – you might grab a takeaway coffee and head out for a walking one on one with a team member, get to the gym for a lunchtime class or block out calendar time to attend to your childs school assembly.

What about you?

This role would be a perfect match for an experienced and autonomous Senior Service Designer with exceptional problem solving skills and a true passion for getting stuck into the detail to see what makes things tick. Ideally you will have developed your corporate career in role/s within the service industry  (think banks, telco, utilities). You’ll work with a range of stakeholders up to exec level so its critical that you can form solid, constructive working relationships. You won’t have any direct staff management responsibilities but your indirect leadership and influencing skills will be critical for success, along with your ability to lead complex strategic design projects end to end.