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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.We're proud to be a part of the Suncorp Group family alongside some of Australia's most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most – while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you're guiding people through life's biggest moments or providing them with support in times they need it most, you'll be driven forward by our shared customer-obsession and supported at every step of the journey. What we can offer you: Discounts and offers on a range of insurance products.A range of flexible working and leave options.Invest in your brighter future with ongoing study support and career development programs.Give back to our communities with payroll giving, donation matching and paid volunteer leave.Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.Advertised: 16 Dec 2024 AUS Eastern Daylight Time
Applications close: 10 Jan 2025 AUS Eastern Daylight Time
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