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 role  

In this role, the Service Designer will use their experience and expertise to help ensure our services are aligned to our strategy, brand promise and CX principles. You will use data and insights to identify opportunities to improve the quality of existing services or identify opportunities for new services for members.  As the Service Designer you will help guide the fund’s decision making by championing the customers’ point of view.

Some of your key responsibilities will be:

·       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 next

If you would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results, please apply now!

We are committed to the recruitment, development and support of a diverse workforce into an environment which is inclusive, embraces diversity in all its forms and is a place where you can be you. All roles can flex at AustralianSuper and we’re happy to discuss what this can look like for you.

Be Inspired, Be Bold, Be you