Service Designer

As the Service Designer, your new role will see you design the future state customer experience for nib’s members, travellers and providers. Supporting the strategic direction and digital first strategy of the nib group through the design of the services we offer across the end-to-end customer journey, you will ensure it is simple and seamless for our members to interact with nib and enable our teams to deliver exceptional member service during key moments of truth.

More specifically you will:

• Lead Service Design initiatives across the nib group by identifying, articulating and prioritising Human Centric initiatives through appropriate research and design activities
• Deliver improvements through collaboration with stakeholders for key episodes and moments of truth along the member journey
• Design and test improvements to the quality of the services we provide that are both viable and feasible and support the strategic goals of nib
• Test, hypothesize and prototype to ensure optimal outcomes in designing member experience

Let’s talk about you

You will have a strong working knowledge of human centred design, design thinking, process mapping and application of member experience methodologies.
As well as a strategic thinker who is capable of synthesizing complex information from multiple sources, you will also have ability to turn information into actionable work streams to share across the group. Furthermore, to ensure success you will have:

• Demonstrated understanding and application of emerging technologies for member experience
• Aptitude for analytical study in developing insights, whilst balancing the need for creative thought in process and practice design
• Excellent written, visual and oral communication and presentation skills and the ability to express thoughts logically and succinctly
• Ability to work autonomously, prioritise and manage projects
• Committed to ensuring the member is at the heart of everything we do