Service Designer

The opportunity
An exciting opportunity for a Service Designer has become available within QBE’s Australia Pacific Strategy team. This role is open due to a (well deserved) promotion, and we are looking forward to welcoming a new team member that is driven yet humble, analytical yet creative, confident yet empathetic. Over the years the team has improved QBE’s customers’ experience by playing a pivotal role in digital transformation, product innovation, value proposition creation, service design and regulatory work – and there is plenty more we can do in this space!
This strategic role will see you:

• Collaborate with stakeholders across the organisation to evolve the customer experience through process innovation and continuous improvement
• Analyse quantitative and qualitative data to identify customer and broker pain points and opportunities for improvement
• Conduct market research to see what is being done in other countries or industries and advocate for these solutions to inspire our colleagues
• Plan and co-facilitate workshops with cross-collaborative teams to identify solutions addressing customer pain points
• Create solution prototypes (could be a digital prototype or a service prototype) to demonstrate what the solution might look like and align stakeholders to a common vision
• Work with senior members of the team to scope our approaches to improve our customer’s experience
• Develop and maintain your own relationship with key stakeholders (including senior management)

Your story so far

• a few years experience working in strategy, customer experience design, service design, and/or UX design.
• Previous experience in the Financial Services and/or insurance sectors, whilst not essential, would be advantageous
• Experience in designing customer propositions and operational services for large organisations
• Previous experience in working across complex organisational matrixes and/or global/group environments
• Strong analytical and insight generation skills
• Strong facilitation, interpersonal, influencing and communication skills to build relationships and trust at all levels of personnel
• Demonstrated experience mapping complex service environments current state and future state based on user research
• Project and/or change management experience and/or qualifications would be highly regarded
• Ability to work under high pressure and against changing demands and priorities.

We are here to support you

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As an QBE employee you will have access to and benefit from:

• ‘Hybrid Working’ – a mix of working from home and in the office to enhance your work/life balance
• Our ‘At My Best’ wellbeing program, including free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
• 12 weeks’ gender-equal flexible leave for all new parents, including paid super
• The ability to maximise retirement savings through voluntary super contributions and company matching
• Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums
• Additional leave and support through QBE’s Family Domestic Violence First Responder Network
• Discounts on insurance products, car hire, hotels, goods and services including benefits through our various sports and arts sponsorship partners