Service Designer

This is your chance to shine! Stepping into a brand-new role with the ability to drive change and innovation. Shape the future of member interactions, lead workshops and seek solutions that will impact our growth and success.

Join a team that values creativity and forward thinking. Our Experience team focuses on delivering easy, relevant and intuitive experiences. You’ll bring a strong grasp of human centred design principles that will bring fresh insights and a keen eye for identifying pain paints and opportunities for improvements.

To Achieve This, You Will

• Apply Design Thinking capability in a practical and fit-for-purpose manner that brings to life CareSuper’s brand promise, value proposition and CX vision
• Champion the voice of our members and intermediaries and validate designs or prototypes
• Apply innovation to solve pain points and facilitate ideation and co-design of experience improvements across teams, within business context
• Develop and maintain artefacts such as storyboards, customer journeys, wireframes and service blueprints to showcase, educate and build empathy
• Identify key success measures and outcomes as part of future state design and contribute to the delivery of relevant enhanced experiences within the Experience strategy
• Use our CX software and member surveys to analyse data and better understand pain points as well as areas of improvement to assist you in developing future state and CX improvements

What You’ll Bring

Excellent communication skills for workshops and presentations. You will be confident, able to work with stakeholders across the organisation. Someone who can bring together our subject matter experts to problem solve and challenge the status quo.

The successful applicant will be an organised problem solver with:

• 2-5 years of CX or service design experience
• Practical experience with applying HCD techniques to experience design challenges
• Demonstrated ability to lead workshop facilitation and elicit practical outcomes
• A can-do attitude coupled with problem-solving skills to digest and distil complex information
• Experience with mapping software such as Miro, etc.
• Advanced visual, written and verbal communication skills
• An ability to work collaboratively with internal and external stakeholders
• Excellent time management and prioritisation skills
• Knowledge and experience in the superannuation or financial services sector is highly desirable