Service Designer

About The Role

Contribute to the development of a human centred design practice within Customer Transformation for Insurance Australia. Support the uplift in customer experiences by helping to develop alignment across delivery teams to methodologies and design approaches that ensure the delivery of brilliant customer experiences across Insurance.

More Specifically, You Will

• Support the Head of Customer Transformation and Human Centred Design Manager to drive a customer obsessed workforce, with the goal of increasing customer advocacy, resolving pain points and improving customer retention.
• Partner closely with key stakeholders to comprehensively grasp customer and user needs, organizational goals, and project prerequisites.
• Conduct thorough user research, encompassing interviews, surveys, to glean invaluable insights into customer and user behaviors and preferences.
• Devise comprehensive service design strategies, comprising strategic service blueprints, user journeys and personas to be used as the basis to drive project outcomes.
• Facilitate dynamic workshops and co-design sessions, fostering collaboration among interdisciplinary teams to generate innovative ideas.
• Create dynamic artefacts to visualise service concepts, iterating based on actionable user feedback.
• Forge strong partnerships with development teams, UX/UI designers, Product Owners and project managers to ensure seamless implementation of service designs.
• Perform meticulous post-implementation reviews and evaluations to gauge service effectiveness, pinpointing areas ripe for enhancement.
• Collaborate with key stakeholders within Insurance to identify key customer improvement opportunities, lead the design phase on transformational customer initiatives, and ensure the delivery of transformational customer initiatives across Insurance.
• Work within the delivery teams to coach team members on Human Centred Design standards and methodologies.
• Champion human centred design process and CX improvement and build engagement and support for customer experience design standards and methodologies as part of BAU.
• Lift the overall standard of customer experience design across Insurance through developing and executing design principles, standardised approaches and standards across the organisation
• Management of risks and meeting compliance and regulatory requirement in design outputs
• Lead a culture of customer, and collaboration within the broader business.

About You

• Relevant tertiary qualification or equivalent professional experience (CCXP highly regarded)
• At least 3 years design experience including insurance or financial services (desired)
• Demonstrable experience within a similar position
• Proven experience in development and driving design outcomes through influencing others.

Key Capabilities

Customer & Knowledge

• Depth of understanding in service design and delivery
• Skilled ability to contribute to and understand strategic perspectives, and translate to tactical actions.
• Skilled ability to deliver impactful customer initiatives within timeframes and budget.
• Ability to uplift the service design capability within own team, and across Insurance.
• Committed to improving customer experience and delivering high quality solutions within required timeframes.
• Understanding of customer personas, business and the markets/industries in which Suncorp operates
• Comprehensive knowledge and application of relevant compliance standards, legislative requirements and industry codes.

Leadership and influence

• Builds highly collaborative and engaged relationships with team members.
• Experienced with coaching and influencing outcomes through others.
• Demonstrated sound leadership and change management skills.
• Demonstrate the ability to influence, negotiate, prioritise and plan in partnership with Insurance and other key stakeholders.

Decision making and problem-solving

• Strong analytical skills and problem-solving ability
• Demonstrated strategic thinking ability.
• Demonstrated ability to seek out information and break down problems and situations into components, options or alternatives.
• Ability to develop solutions and courses of action and frame recommend solutions to meet the required standards of the targeted audience.

Communication

• Able to communicate complex issues in concise and simple terms to a large range of audiences, with confidence and in appropriate formats (internal and external).
• Strong influencing and negotiation capability
• Strong ability to develop and maintain internal and external relationships.

Planning, Organisation and Continuous Improvement

• Establish a process to complete goals and allocate time/resources to achieve such goals; strong ability to work to a deadline (including manage others to those deadlines) and to manage multiple and potentially conflicting timeframes and priorities.
• Ability to identify opportunities for improvement and implement.
• Activity seeks feedback on performance and take responsibility for own development.