Senior Service Designer

YOUR ROLE 
We are excited to advertise for a Senior Service Designer to join our Digital Business team in Direct Insurance Australia (DIA). In this role you’ll lead the design of customer-informed solutions that differentiate IAG’s products, services, or experiences. You’ll use human-centred and evidence-based design to consistently apply, use and improve the customer experience and service design systems (tools and methodologies) within the CX business unit and on key projects.

Supporting the Lead Designer, you’ll have the opportunity to work in a multi-disciplinary team to design strategies, services, experiences and products that deliver customer and business objectives. You’ll also conduct quantitative and qualitative customer research to understand customer behaviours, pain points and needs.

There are 2x positions available that are 12x month parental leave covers. These roles are open to Sydney and Melbourne with a pre-Christmas start date required.

ABOUT YOU 

• Design or similar qualification at Advanced Diploma level or above.
• Demonstrable experience in collaborating on complex projects and meeting diverse stakeholder needs.
• Experience delivering products and services that provide business value, technical capability, and customer desirability.
• You have worked in agile environments alongside product managers, UX designers and UI designers
• Ability to think strategically, work in detail, and make decisions in ambiguity.
• Ability to work autonomously and use initiative to drive success.
• Ability to influence and manage stakeholders.
• Ability to use and create frameworks and design artifacts to simplify complex information into easily understood concepts, ideas, and solutions.
• Experience in leading and participating in various design methodologies and practices such as:
  • User research techniques.
  • Customer-focused validation.
  • Behavioral design.
  • Systems thinking.
  • Synthesis.
  • Prototyping.
  • Workshop facilitation.
  • Empathy.
  • Storytelling.
  • Future visioning.
  • Prioritisation of design ideas and concepts.