Lead Service Designer

About the Role

In the role, you will bring human centred design skills and thinking to support and guide the definition of the desired customer experience and to develop and implement strategies to achieve this outcome.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• 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
• 17.5% annual leave loading

Duties

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

• Research, develop, implement and lead design projects from concept through to delivery that support and enhance customer experience.
• Progress concepts through the desirability, feasibility and viability lenses of design to implement sound business solutions focussed on customer outcomes.
• Design and implement strategies to enhance customer experience at key service points and ensuring their integration into the procedures and systems applied in each customer interaction.
• Develop tools that best tell the story of uncovered insights, aimed at helping stakeholders of different seniorities make evidence-based decisions for changed ways of working and technology implementation.
• Advise and guide the business on the development of in-house human centred design capability and projects.

Skills & Experience

• A broad range of experience (five years plus) in customer experience design and leading design initiatives, preferably in the telecommunications, finance or insurance industry or with a Top Tier consulting firm.
• Strong leadership, relationship management and interpersonal skills with the ability to tailor communications and approach to the specific stakeholder.