Service Designer

MLC Life Insurance. We have been protecting the lives of Australians for over 130 years. We respect the role we play in providing peace of mind for our customers, and we never lose sight of it.

The Role

We are looking for a creative, strategic minded and customer focused Experience Design Lead to join our Customer Experience team based in our Melbourne office. The role reports into the Customer Advocacy function and is fully aligned to MLCL’s objective to lead the trust agenda and build Customer capabilities. As a skilled Experience Design Lead, you will bring service design expertise to enhance the current customer and channel partner experience, working closely with the Strategy team, CX insights, Digital and Process Optimisation teams. You will also support the product team to redesign products that meet the customer needs whilst being commercially viable for the organisation. Your responsibilities will include:

• Performing User Research
• Designing User Journey Maps so we can identify pain points and issues that need to be addressed in a given service
• Planning and execute co-creation workshops with stakeholders to propose the most viable solution for a given problem
• Using the available resources to prototype services to validate ideas and iterate on it
• Designing Service Blueprints and preparing it to be presented and delivered to stakeholders

About You

Along with your creative mind, you will be an outcome driven individual that has the ability to influence stakeholders.

• A high level of experience in Design thinking with preferably exposure to large risk adverse corporations
• Love working with others; strong stakeholder engagement experience
• You know what Design Thinking is and are Design-Driven and User Centric.
• You know how to plan and execute User Research and extract Insights from it.
• You know how to design a User Journey Map.
• You understand the three basic service moments: Before, During and After.
• You understand what Touchpoints and Channels are.
• You understand the differences between Front stage and Back stage.
• You know what pain points are.
• You know how to plan and execute co-creation workshops with stakeholders.
• You use the available resources to prototype services and validate ideas.
• You know how to design a Service Blueprint and prepare it to be presented and delivered to the client.
• You can operate one of the digital design tools used in the market, such asSketch App, Figma, Adobe XD, InVision and Marvel.
• You know the methods for mapping the problem, extracting insights and help stakeholders co-create a solution for a problem, such as, Do / Don’t / It is / It isn’t, CSD Matrix, Affinity Mapping, Personas, Jobs to Be Done, Persona Ecosystem, What if.
• You are familiar with Lean Start up method
• You can structure and run Design Sprint and drive outcome

Our Purpose

MLC Life Insurance is one of Australia’s leading life insurance specialists and a member of the Nippon Life Insurance Group, one of the world’s leading insurers. We are guided by our simple purpose: ‘A Promise for Life’. We provide over 1.5 million Australians with reassurance that they and their loved ones will be supported when they need it most. It’s a promise that provides peace of mind and helps them sleep at night.

Our purpose is supported by Our Values of Do What’s Right, Deliver Together, Make it Simple, Own it and Aim High. It’s how we work together and behave every day in every interaction with our customers and each other that defines who we are. 

Our Strategy

Our strategy puts our customers at the centre of our ambition to be Australia’s leading and most trusted life insurer. It is through the commitment, energy and talent of everyone at MLC Life Insurance, working together, that we make a positive contribution to the lives of our customers. To support all at MLC Life Insurance to be at their best every day, we offer a flexible work environment centred on development, wellbeing, recognition and contribution. 

With more than 1,600 people nationally, we believe our success is built on the unique contribution of our people. Diversity and Inclusion is core to what we believe in and who we are. We aspire for everyone at MLC Life Insurance to feel valued and respected for who they are.

Why Choose Us?

At MLC Life Insurance, you will have the opportunity to:

• work with a WGEA cited Employer of Choice for Gender Equality
• enjoy flexible work options and an inclusive environment where everyone is respected and valued for who they are and their unique contribution
• embrace a culture of customer centricity and an ambition to be Australia’s leading, most trusted Life Insurer
• access CircleIn Parental Support – an online support resource for our working parents
• access a range of benefits including competitive salary, lifestyle leave, two days volunteer leave every year, recognition of service milestones; and
• wellness and lifestyle offerings including access to Uprise – our Digital Wellbeing Program, as well as discounts on a variety of lifestyle and entertainment products and services.

Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate’s employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.