Lead Service Designer

icare is currently seeking a Lead Service Designer to help bring our Customer Strategy to life and deliver projects that achieve customer outcomes.

• Exciting impactful opportunity
• Permanent full-time position
• Salary from $131,094 + super

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. It’s an exciting environment where no two days are the same, but on a typical day you might find yourself:

• Advising and guiding the business on the development of in-house human centred design capability and projects including the design of digital experiences.
• Designing and implementing strategies to enhance customer experience at key service points and ensuring their integration into the procedures and systems applied in each customer interaction.
• Researching, developing, implementing and leading design projects from concept through to delivery that support and enhance customer experience.
• 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.

Your story so far:

• 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 (both digital and non-digital), 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.