Service Designer

We are Australia’s largest superannuation fund, here to help members achieve their best possible retirement outcome. Working with a wide range of stakeholders, we create meaningful value for members and our communities through our diverse workforce of highly competent and highly motivated employees.

Your new team

The Member Experience group is responsible for the development, delivery and administration of the Fund’s operational member and employer services. The group manages our third party service provider relationships, manages our Digital program, and is key in the delivery of our new products and services.

Your new role

• Researching, designing and executing quantitative and qualitative research
• Conduct analysis to identify the needs of customers and their common pain-points when dealing with AustralianSuper and or similar organisations
• Evaluate AustralianSuper’s current service offerings across all channels from the perspective of our members
• Synthesise research into key insights, themes and areas of opportunity and define desired outcomes
• Prioritise opportunities based on impact (value to customer) and effort (cost)
• Communicate these insights, themes and opportunities to senior leaders and Group Executives
• Facilitate solution ideation workshops with key stakeholders
• Prototype potential solutions and test them with customers to co-create a better solution for identified opportunities
• Measure potential solutions suitability against customer needs
• Prioritise solutions and make recommendations to senior leaders and Group Executives
• Create required business case for prioritised items to be delivered/scaled
• Work with stakeholders / project team to complete detail requirements and or designs
• Oversee delivery of prioritised items (sometime in conjunction with a project manager or senior leader)

What you’ll need

• Strong experience in Service Design, Business Analysis or similar including, conducting research/analysis, facilitating workshops, prototyping and user testing
• Mature stakeholder relationship skills, including ability to initiate, maintain and develop relationships with staff from all levels of the Fund, members of all backgrounds and people from other organisations
• Ability to communicate and present well considered information to senior management and external partners
• Has proven ability to deliver to tight deadlines
• Collaborates to achieve better outcomes but is comfortable to work autonomously
• Enjoys interacting with a diverse workforce across multiple organisations