Service Design Manager

About WorkCover Queensland

At WorkCover Queensland our vision is to be the best worker’s compensation insurer, to make a positive difference to people’s lives and to keep Queenslanders working. Our flexible work environment allows you to be your best every day and contribute to the big picture.

Our organisation is made up of individuals who collaborate and seek to engage others, working together as One Team. We embrace diversity and value people who bring personal energy and authenticity to everything they do. If you’re someone with a strong values-oriented compass and you want to achieve sustainable outcomes, you will find a great community at WorkCover.

About the Role – Service Design Manager  

As a Service Design Manager, you will lead and oversee strategic design initiatives and a team of experience designers towards the strategic vision of delivering an experience that achieves value for both the customer and business. Leading the development and execution of design vision and strategies, you will utilise your expertise in managing the translation of insights into actionable design principles and guidelines, enhancing overall customer experience.  

Working collaboratively with key stakeholders and cross-functional teams, you will play a pivotal role in identifying strategic customer experience opportunities to advance the organisation supporting our transformation journey and developing comprehensive customer journey maps that identify touchpoints, pain points and opportunities for improvement, shaping the customer experience journey.

This is an opportunity to be part of a significant transformation journey, where you will champion and facilitate innovation and Service Design experimentation practices to achieve our organisation’s vision utilising your expertise in human centred design, Service Design and design thinking. Your capabilities will drive the modernisation of our organisation, pushing us towards an innovative future.

The ideal candidate will bring a profound grasp of end-to-end customer Service Design and orchestration. Experience in establishing and implementing effective practices and methodologies is crucial, along with a demonstrated ability to build and cultivate strong innovative culture and Service Designs. The ideal candidate excels in fostering connectivity and collaboration within teams. As a leader, you will be adept at setting practices and building a high-performing Service Design team, providing essential coaching, support and guidance to their people.

A bit about you:

• Proficient in-Service Design, ideally with a background in customer experience Service Design, and some exposure to product management.
• Demonstrated ability to lead transformative efforts within a business, driving strategic programs and guiding teams at a strategic level, particularly in the realm of customer experience and optimisation.
• Successful proven history of connecting improvements and initiatives, showcasing measurable outcomes, while providing visionary leadership and strong stakeholder engagement.
• Well-developed knowledge and experience with innovation design and integrating innovation and experimentation within Service Design, coupled with strong strategic thinking and a focus on service delivery.

A bit about us:

Being part of the Experience, Insights and Design team in the Digital and Technology Group, we’re a forward-thinking bunch, all about shaping the digital scene to achieve our business objectives. We’re on a mission to make customer and user experiences better and bring innovation to the ever-changing digital world. Our conversations help us create unique solutions and ensure every step of the digital journey is meaningful. We value the diversity in our team, finding strengths in the mix of backgrounds and experiences. What really brings us together? Sharing stories and engaging in lively conversations.

Working in a collaborative team environment within a supportive and engaged organisation, you’ll enjoy a hybrid work model, access to personalised learning and development opportunities and the holistic support of our health and wellbeing program. We offer industry competitive salaries, a generous superannuation scheme (including co-contribution) and study assistance. You can find out more about our Employee Benefits by visiting Working at WorkCover Qld.

How do I apply?

Please submit your resume and covering letter to Angela Ng, Senior Talent Specialist.

Applications close on Friday 1st March, 2024.

Pre-employment checks will be conducted on all prospective employees. This will include a Right to Work in Australia Check, Police Check, Education Check, Reference Check and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).

WorkCover Queensland is committed to building a safe and respectful workplace, celebrating difference and where all our people feel included. Through our Diversity Council Australia membership, Reflect Reconciliation Action Plan, Age and Work Strategy and profile as a Work180 Endorsed Employer for Women, we continue to strive to do better for all our people, and the Queensland community.

Aboriginal and Torres Strait Islander people are encouraged to apply!