Lead Service Designer

About the Role

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. Inform and advise business leaders in each of the service lines on actions to support enhanced customer outcomes and ensure these are aligned with icare’s customer experience objectives.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs

• 17.5% annual leave loading

• 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:

• Work with the service lines to design and define the customer experience that is desired and to embed this into business practice.

• Advise and guide the business on the changes which are required to achieve identified customer outcomes and ensure these effectively communicated in each of the service lines.

• Undertake and coordinate research and investigation into the range of customer touchpoints, identify actionable insights and areas for improvement of the overall customer experience.

• Independently manage and lead design projects from concept through to delivery mentoring.

• Develop tools that best tell the story of uncovered insights, aimed at helping stakeholders of different seniorities make evidence-based decisions to drive uplift in the experience and service delivery.

• Provide persuasive, commercially sound, professional advice and solutions to Business owners, Head of CX, Transformation Office and a range of stakeholders as determined.

• Anticipate and assess changes which impact the business and exercise judgement in the absence of precedent and making decisions with significant impact.

• Contribute to the creation of a customer centric culture that empowers our people to put those we serve at the centre of decision making.

Skills & Experience

• A broad range of experience in human centred and service design and leading design initiatives

• Experience in the telecommunications, finance or insurance industry or with a Top Tier consulting firm.