Senior Experience Designer

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.7 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our 2025 Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

The Opportunity

• Opportunity to lead experience design within HCF – Australia’s largest not-for-profit health fund
• Create end-to-end experiences across all channels (digital, contact centre and branches) that uplift member satisfaction
• Full-time permanent position based in Sydney CBD

As the Senior Experience Designer, you will work closely with the Experience Design Manager, leading the end-to-end design of HCF Customer experience, elevating the customer journey for our members and delivering meaningful business and operational outcomes.

In this role you will be responsible for employing a variety of human centred design methods and processes to define, design and deliver industry leading experiences for HCF Members and Prospects. This a is hands-on role that will involve extensive collaboration with stakeholders across HCF.

You will be an advocate for member experience and member centricity across HCF, maintaining awareness of customer needs, preferences and issues.

About You…

• 5+ years of experience as an Experience Designer in a similar hybrid service design role
• Tertiary qualification in Design, Behavioural Science and/or relevant qualification
  Strong understanding of design principles, human-centred design methodologies, and design thinking approaches
• Strong customer research skills to conduct qualitative and quantitative research, gather customer insights, and understand user behaviours, needs, and pain points throughout their journey
• Familiarity and experience with modern frameworks, and their associated techniques and rituals: Design Thinking, Scrum, Kanban
• Demonstrated experience delivering products and/or services that clearly deliver to desirability (customer need), viability (business value) and feasibility (organisation and technical capability) 
• Ability to reference and apply data from key artefacts to define problems and create solutions
• Ability to identify, frame and articulate customer and business problems
• Excellent written and oral communications skills, particularly in the preparation of proposals, presentations, insights and service design artefacts
• Ability to visualise, simplify and communicate concepts/ideas
• Demonstrated effectiveness in influencing and managing stakeholders

Benefits

50% subsidy on HCF Private Health Insurance

• Flexible working arrangements including the opportunity to work from Home (WFH), hybrid or from our modern Sydney offices
• 18 weeks Parental Leave for all new parents
• Mental Health & Wellbeing programs
• Discounts on HCF’s suite of products, life, pet, travel and general insurance

Culture

Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people. We want to provide you with the skills and tools you need to support your wellbeing journey, so that you can be at your best.

We’re all about creating a fantastic people experience, guided by our values, so that we can in turn better deliver for our members. We work with our people to create a work experience that is inclusive, supportive, safe and respectful so we can do the best for our members.

Come and join our HCF team!

A career with us – How to Apply
Please check out our website at https://www.hcf.com.au/about-us/careers
HCF is committed to creating a diverse and inclusive workplace. All suitably qualified applicants will receive equal and fair consideration for employment. Applicants who identify as Aboriginal and/or Torres Strait Islander are actively encouraged to apply. All potentially successful candidates will be required to complete background checks which will include a police clearance prior to confirmation of employment.