Cx & Service Design Manager

BE THE DIFFERENCE
At AIA, we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.
The Opportunity
Due to growth, AIA Australia has an opportunity for a CX/Service Designer to join our fun and friendly team. This key role will see you deliver leading customer, partner and employee experiences for key critical initiatives across Health, Life & Vitality, articulated through end-to-end journey maps and service blueprints.
To do this successfully you will:

• Lead the design of exceptional customer, partner and employee experiences through the creation of insight led CX artefacts, including current and future state journey maps and service blueprints
• Drive customer centricity, championing a HCD (Human-Centered Design) approach that balances human insight with commercial drivers to create compelling experiences
• Represent the customer across strategic projects and initiatives and provide a customer value lens to decision making and providing input into scope prioritisation assessments as required
• Facilitate the co-design of solutions to mutually improve experience and business impact
• Plan and implement CX & Service Design approaches and activities as appropriate for the project, including planning & facilitation of customer research
• Partner with UX Designers to translate CX and Service Design aspirations into user flows and wireframes for digital touchpoints
• Participate in the evolution of CX practices, methodologies and capabilities

Successful applications will demonstrate:

• Strong experience in CX Design, Service Design or Strategic Design, preferably with a background in a large matrix services organisation
• Experience planning & facilitating customer research & conducting synthesis, customer journey mapping, facilitating co-design workshops, and leading Service Design/creation of detailed service blueprints for highly complex services organisations
• Experience leading projects and initiatives with significant process re-engineering focus
• Strong Customer focus and insight driven – with ability to turn findings into insights, and insights into opportunities or actions
• Strong Commercial and strategic expertise – and ability to relate and connect customer and partner experience with operations – people/employee experience (EX), process, technology in pursuit of both customer and commercial outcomes
• Ability to collaborate effectively with a diverse group of stakeholders and influence for positive outcomes

Why choose AIA:
At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.

• Access our training and development to build on your current skills
• Career development through internal mobility opportunities
• Work for a business helping millions of Australians and make a difference to someone’s life everyday
• Access additional leave days a year to recharge and refresh yourself
• Enjoy wonderful Health and Wellbeing initiatives that support you
• Work with supportive and inclusive managers
• Flexible working arrangement

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. Through life and health insurance, financial wellbeing and our total wellbeing ecosystem that includes AIA Vitality – the world’s leading science-backed wellbeing programme – we’ve started a movement to make Australia the healthiest, best protected nation in the world.
AIA is different. Are you?
If you want to be part of an organisation that helps people live better every single day, apply via the link