Lead Service Designer

icare is currently seeking two experienced Lead Service Designers with a customer mindset and a passion for social impact to join the icare Lifetime Schemes team.

• Reimagine the customer experience using human centred design, and bring colleagues along the journey through world leading customer artefacts
• 2 x Permanent, Full time Opportunities
• Salary from $131,094 plus superannuation

It’s an exciting environment where no two days are the same. But on a typical day you might find yourself:

• Working with the service lines to design and define the superior customer experience that is desired and to embed this into business practice.
• Advising and guiding the business on the changes which are required to achieve identified customer outcomes and ensure these effectively communicated in each of the service lines.
• Advising and guiding the development of in-house human centred design capability and projects including the design of digital experiences.
• Coordinating the dissemination of human centred design capability through the service lines to support enhanced outcomes.
• Designing and implementing strategies to enhance customer experience at key service points and ensure their integration into the procedures and systems applied in each customer interaction.
• Undertaking and coordinating research and investigation into the range of customer touchpoints, seeking to uncover the moments that matter, identify actionable insights and areas for improvement of the overall customer experience.
• Researching, developing, implementing and leading, when required, design projects from concept through to delivery that support and enhance customer experience.

Your story so far:

• At least 5 years practical experience in a relevant design field (service, strategic, user experience or related area)
• Tertiary qualifications in design, business, psychology, or other relevant field; or equivalent knowledge gained through industry experience.
• Sound understanding of human-centred design methodologies and activities, including qualitative and quantitative research, journey mapping, blueprinting, prototyping and user testing
• Prior experience within large organisations, government, or top tier consulting firms will be highly regarded
• A broad range of experience in customer experience design and leading design initiatives, preferably in the telecommunications, finance or insurance industry or with a Top Tier consulting firm