Service Designer

Seeking a creative and analytical Service Designer to join our team, focusing on crafting exceptional end-to-end service experiences that meet both customer needs and business objectives. The ideal candidate will possess a deep understanding of human-centered design principles, the ability to translate complex requirements into intuitive services, and a commitment to innovating service delivery across digital and assisted channels.

Key Accountabilities

• Designing end-to-end service journeys that help customers achieve their goals and align with business objectives.
• Collaborating with multidisciplinary teams to apply and develop skills in Service Design, Design Research, and Design Thinking.
• Conducting and supporting research by drawing on various sources, analysing findings, and creating summaries to support decision-making.
• Utilising multiple forms of research and prototyping to place customers and staff at the center of service design.
• Developing organisational capacity for service design and design thinking skills through training and support.
• Communicating recommendations effectively regarding service design tools and approaches for current or future work phases.
• Providing knowledge transfer across the group on Service Design concepts and tools
• Forge strong partnerships with development teams, UX/UI designers, Product Owners and project managers to ensure seamless implementation of service designs.
• Presenting research and design insights to stakeholders and working with business stakeholders to recommend solutions and resolve service issues.
• Be an active part of the group wide team responsible for driving a customer obsessed workforce, with the goal of increasing customer advocacy, resolving pain points and improving customer retention
• Partner closely with key stakeholders to comprehensively grasp customer and user needs, organisational goals, and project prerequisites.
• Champion human centred design process and CX improvement and build engagement and support for customer experience design standards and methodologies as part of BAU

About You

• Relevant tertiary qualification or equivalent professional experience (CCXP highly regarded)
• Minimum 2 years’ service design experience (Mandatory)
• Insurance or financial services experience (desired)
• Demonstrable experience within a similar position
• Proven experience in driving design outcomes through influencing others.

Key Capabilities
Customer & Knowledge

• Depth of understanding in service design and delivery (Mandatory)
• Skilled ability to contribute to and understand strategic perspectives, and translate to tactical actions
• Skilled ability to deliver impactful customer initiatives within timeframes and budget
• Ability to uplift the service design capability within own team, and across Insurance
• Committed to improving customer experience and delivering high quality solutions within required timeframes
• Understanding of customer personas, business and the markets/industries in which Suncorp operates
• Comprehensive knowledge and application of relevant compliance standards, legislative requirements and industry codes.

Leadership and influence

• Builds highly collaborative and engaged relationships with team members
• Experienced with coaching and influencing outcomes through others
• Demonstrated sound leadership and change management skills
• Demonstrate the ability to influence, negotiate, prioritise and plan in partnership with Insurance and other key stakeholders.

Decision making and problem solving

• Strong analytical skills and problem-solving ability
• Demonstrated strategic thinking ability
• Demonstrated ability to seek out information and break down problems and situations into components, options or alternatives.
• Ability to develop solutions and courses of action and frame recommend solutions to meet the required standards of the targeted audience.

Communication

• Able to communicate complex issues in concise and simple terms to a large range of audiences, with confidence and in appropriate formats (internal and external).
• Strong influencing and negotiation capability
• Strong ability to develop and maintain internal and external relationships

Planning, Organisation and Continuous Improvement

• Establish a process to complete goals and allocate time/resources to achieve such goals; strong ability to work to a deadline (including manage others to those deadlines) and to manage multiple and potentially conflicting timeframes and priorities.
• Ability to identify opportunities for improvement and implement.
• Activity seek feedback on performance and take responsibility for own development.