The role As a Customer Experience Designer, you'll support the design and delivery of customer journeys, collaborating with stakeholders across the organisation. You'll work closely with the Head of CX Design, a team of designers, and experts in product, technology, data, and frontline services.
To succeed, you'll need empathy, curiosity, strong listening and collaboration skills, and a passion for telling the customer's story. This role offers exposure to diverse CX design projects and opportunities to develop skills in design research, customer experience, data, analytics, and digital communications.
Responsibilities Analysing voice of the customer survey data, call or chat records, complaints data, digital analytics or operational data to identify customer experience friction points. Preparing insight reports and presenting findings to stakeholders. Conducting customer research interviews or staff focus groups. Working on customer communications across chat, scripting, emails, online and SMS. Supporting the Senior CX Designer and Head of CX Design to develop customer journey maps, target customer personas and to facilitate cross-functional design workshops. Support the CX Design team and product and digital stakeholders to design and test prototypes. Planning and organising project meetings, design workshops and presentations. Partnering with our digital team to improve online customer journeys. Working with our Contact Centre team members to identify customer friction points and solutions to improve the customer experience. Conducting desktop research on new product innovations, competitors and international brands, CX technology and customer segments. What experience you'll bring Excellent customer focus and empathy. Excellent writing skills, with strong attention to detail. Interest in and understanding of customer experience, user experience trends, practices and methodologies. Excellent time management and organisational skills. Strong communication and stakeholder management skills and experience collaborating with a range of internal and external stakeholders. Ability to analyse complex data and sound research report writing skills. Experience in designing and executing solutions to solve business problems. Collaborative spirit and desire to learn and grow within a dynamic team environment. An entrepreneurial mindset, can-do attitude, and the personal drive to take initiative. Desirable Prior exposure to or experience in a customer insight, strategic customer marketing or customer experience design role. A Bachelor's or degree in business, marketing or related field required or relevant financial services, services marketing, or general insurance experience. Some practical experience or exposure to customer-based design, research projects, or customer journey mapping. Strong presentation and group facilitation skills. Ability to independently lead aspects of project delivery, working with and coordinating project teams. Our Perks Location : Toowong Close to a variety of public transport and easy parking options, the Toowong office has excellent end of trip facilities (including secure bike storage and showers), outdoor spaces and plenty of modern collaborative areas to work and connect with colleagues.
Conveniently based at Toowong Village tower with views of the mountains and the Brisbane River, our location is only 4 km from the city and provides access to retail, restaurants and other amenities.
The benefits of working at A&G Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks. Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff. Grow with us - we've got learning and professional development opportunities to suit everyone. Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about. Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self. Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations. Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia. About us Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.
Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.
We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer! If this sounds like you, apply today.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all. *A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.
Applications close: 14 December 2024
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