Service Designer

As the Service Designer, you will work closely with the Senior Service Design Lead to design the end-to-end member experience for nib’s Payer to Partner (P2P) transformation. The Service Designer will assist the P2P squads in determining member needs and implementing solutions addressing these member needs and business opportunities in line with the Payer to Partner strategy.

You will ensure it is simple and seamless for our members to interact with nib and enable our teams to deliver exceptional member service during key moments of truth. More specifically you will:

• In consultation with the Senior Service Design Lead, lead Service Design initiatives across the nib P2P squads by identifying, articulating and prioritising Human Centric initiatives through appropriate research and design activities.
• Deliver improvements through collaboration with stakeholders for key episodes and moments of truth along the P2P member journey
• Manage projects and ensure they are delivered on time, within budget (as required), and to key stakeholder expectations
• Measure and report on member experience initiatives and projects that improve the member experience and support the strategic goals of nib
• Test, hypothesize and pretotype to ensure optimal outcomes in designing member experience

Your Team

The Payer to Partner (P2P) strategy is central to achieving nib’s vision of becoming a trusted partner in helping members make more informed healthcare decisions, transact with healthcare systems wherever they may be and generally live healthier lives.

Delivery of the P2P strategy will expand the value proposition of nib’s private health insurance offering and broaden nib’s role by connecting members with more holistic healthcare and wellness services.

Your Background

You will have a strong working knowledge of human centred design, design thinking, process mapping and application of member experience methodologies

As well as a strategic thinker who is capable of synthesizing complex information from multiple sources, you will also have ability to turn information into actionable work streams to share across the group. Furthermore, to ensure success you will have:

• Demonstrated understanding and application of emerging technologies for member experience
• Aptitude for analytical study in developing insights, whilst balancing the need for creative thought in process and practice design
• Excellent written and oral communication and presentation skills and the ability to express thoughts logically and succinctly
• Ability to work autonomously, prioritise and manage projects
• Committed to ensuring the member is at the heart of everything we do