Service Designer

Your new role

We’re looking for an innovative service design professional who can bring an eclectic toolkit of capabilities to drive service uplift for our members. You’ll be comfortable drawing insights from a range of sources to guide solution design informed by data, research, behavioural economics, and human-centred design, as a starting point. You will be adept at juggling strategic and continuous improvement initiatives that build efficiencies and standardise processes with innovating new service propositions for members and employers.

The Service Designer will create compelling experiences for our members and our communities across all channels.

Some key responsibilities will include;

• Planning and leading service design activities that support strategic initiatives, as well as iterative, continuous improvements
• Collaborating with cross-functional teams to identify member and customer needs and translate these learnings into actionable insights
• Synthesising research into key insights, themes, and areas of opportunity and defining desired outcomes based on this data
• Facilitating solution ideation workshops with key stakeholders and supporting the development of lean canvases including sourcing data and relevant information to frame the problem to be solved
• Using research, insights, and data to inform and iterate on all design decisions
• Leveraging design thinking to understand member needs and evolving the member experience within a complex ecosystem

What you’ll need  

• Experience within a service design role or similar (improving processes/experience)
• Knowledge and experience in the superannuation or financial services sector is an advantage
• Exposure to planning and leading larger strategic experience improvement initiatives as well as smaller iterative, continuous process improvements
• Ability to drive successful collaboration with cross-functional teams to identify member and customer needs and translate learnings into actionable insights
• Ability to synthesis research into key insights, themes, and areas of opportunity and define desired outcomes
• Ability to leverage business analysis, journey mapping, and process mapping to drive business initiatives, optimising member and customer experience outcomes
• Capable of contributing to creation of a high-performing and continuous learning team culture
• A continuous improvement mindset and focus on providing the best possible experiences for our members and communities