Lead Service Designer

As a Service Design Lead, you’ll be part of a squad passionate about driving positive change for our customers, iteratively solving customer problems and enhancing outcomes. Your expertise will shape solutions, ensuring alignment with icare’s customer experience objectives. Collaborating with your squad, and business stakeholders you’ll inform and guide actions that empower exceptional customer interactions.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• 17.5% annual leave loading
• icare day – access to an extra day’s leave
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards – On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as a Lead Service Designer you will:

• Advise and guide the development of in-house human centred design projects including the design of digital experiences.
• Work with your team to design and define the superior customer experience that is desired and to embed this into business practice.
• Research, develop, implement and lead, when required, design projects from concept through to delivery that support and enhance customer experience.
• Design and implement strategies to enhance customer experience at key service points and ensure their integration into the procedures and systems applied in each customer interaction.
• Lead the creation of prototypes and engage in iterative design processes to validate and refine designs based on user feedback and testing.
• Collaborate with cross-functional team members including but not limited to product owners, developers, continuous improvement and strategy colleagues in an iterative manner working towards a common goal.
• Develop tools that best tell the story of uncovered insights, aimed at helping stakeholders of different seniorities make evidence-based decisions for implementation.
• Work to create a culture that enhances customer experience through innovative design and implementation.

Skills & Experience

• Tertiary qualification at degree level in marketing or other relevant field, or equivalent knowledge and skills acquired through extensive practical experience
• A broad range of experience in human centred and service design and leading design initiatives, preferably in the telecommunications, finance or insurance industry or with a Top Tier consulting firm