Senior Service Designer

The Role 
We are currently looking for a Senior Service Designer to join our team! You will lead the design of customer-informed solutions that differentiate IAG’s products, services or experiences. Using human-centred and evidence-based design to consistently apply, use and improve the service design methodologies and tools within the Design Centre and on key projects. To be successful in this role, you’ll have demonstrated and proven experience in a Customer Experience, Strategic Design or Service Design role. You’ll be able to bring this experience to IAG, working effectively with an amazing team of designers and stakeholders to facilitate collaborative design session, build journeys and service blueprints, create prototypes for rapid testing and support the delivery of our service experience. This is a 6 month contract role open to candidates in Sydney, Melbourne & Brisbane. Key Responsibilities

• Leading service design activities, challenging established thinking, and developing new approaches to complex design problems
• Set clear objectives and deliverables in line with project/program vision
• Analyse current state customer experience within existing products and services, and design future state experience
• Collaborate with business, experts and customers to identify evidence-based opportunities that improve customer experience and deliver business value
• Communicate and visualise design ideas using appropriate techniques including product concepts, service models, customer journeys, product designs, system maps and/or infographics
• Communicate and present research and design insights to stakeholder
• Prioritise ideas and insights based on key metrics and data to inform project/program direction
• Use an evidence-based approach to influence key decision makers with the intention of improving the end-to-end customer experience
• Collaboratively and effectively promote ways of working with other cross practice designers (UX/UI) to ensure all design activities are linked and information is shared

Skills & Experience

• Strong verbal and written communication skills
• Demonstrated ability to work collaboratively and openly
• Experience collaborating across a broad range of stakeholders and business units
• Experience identifying, framing and respectfully and constructively challenging customer and business problems
• The ability to use and create frameworks and design artefacts to simplify complex information into easily understood concepts, ideas and solutions
• Ability to reference and apply data from key artefacts including but not limited to journey maps, root cause analysis and segmentation to define problems and create solutions
• Minimum of 3 years of experience in the HCD industry
•  Bachelor’s degree in design, business, psychology, strategy, marketing or another relevant field