Service Designer

The Opportunity

Due to growth, AIA Australia has an opportunity for a CX/Service Designer to join our fun and friendly team. This key role will see you deliver leading customer, partner and employee experiences for key critical initiatives across Health, Life & Vitality, articulated through end-to-end journey maps and service blueprints.

To do this successfully you will:

• Lead the design of exceptional customer, partner and employee experiences through the creation of insight led CX artefacts, including current and future state journey maps and service blueprints
• Drive customer centricity, championing a HCD (Human-Centered Design) approach that balances human insight with commercial drivers to create compelling experiences
• Represent the customer across strategic projects and initiatives and provide a customer value lens to decision making and providing input into scope prioritisation assessments as required
• Facilitate the co-design of solutions to mutually improve experience and business impact
• Plan and implement CX & Service Design approaches and activities as appropriate for the project, including planning & facilitation of customer research
• Partner with UX Designers to translate CX and Service Design aspirations into user flows and wireframes for digital touchpoints
• Participate in the evolution of CX practices, methodologies and capabilities

Successful applications will demonstrate:

• Strong experience in CX Design, Service Design or Strategic Design, preferably with a background in a large matrix services organisation
• Experience planning & facilitating customer research & conducting synthesis, customer journey mapping, facilitating co-design workshops, and leading service design/creation of detailed service blueprints for highly complex services organisations
• Experience leading projects and initiatives with significant process re-engineering focus
• Strong Customer focus and insight driven – with ability to turn findings into insights, and insights into opportunities or actions
• Strong Commercial and strategic expertise – and ability to relate and connect customer and partner experience with operations – people/employee experience (EX), process, technology in pursuit of both customer and commercial outcomes
• Ability to collaborate effectively with a diverse group of stakeholders and influence for positive outcomes