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Form of work 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.
About the Role
This is a 6 month contract role.
As the Experience Designer, you support the design of end-to-end customer desirability driven solutions as part of HCF’s member experience transformation. The role involves working collaboratively with the experience design team and with stakeholders from across the business to design concepts and experiences that address opportunities and gaps in digital and non-digital channels.
Key responsibilities:
Analyse current state experiences within existing products and services to define problems and identify root causes
Lead or participate in quantitative and qualitative customer research to understand customer behaviours, pain points and needs (e.g. data analysis, field observation, surveys, interviews etc.)
Communicate and present research and design insights to stakeholders
Collaborate with business, experts and customers to identify evidence-based opportunities that improve customer experience and deliver business value
Co-create and inform fit-for-purpose solutions and future experiences that are desirable for members and align to business viability and feasibility
Develop and test concepts that align to member needs and alleviate issues
Assist with prototyping of the concepts with delivery teams and design the experience around them
Communicate and visualise using appropriate techniques including concepts, customer journeys, service design blueprints, infographics etc
About You
2+ years of experience in service design, undertaking streams of work for a consulting firm or medium to large sized business
Awareness of and experience in the use of human-centred design methodologies and design thinking approaches
Experience participating in design practices
Ability to reference and apply data from key artefacts to define problems and create solutions
Excellent written and oral communications skills
Ability to visualise, simplify and communicate concepts/ideas through appropriate design artefacts
Highly organised and excellent time management skills
Can do attitude and solution focused
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!
Benefits
Up to 50 % discount on health cover, pet & travel insurance
Family & Friends day
Organisational wide Recognition & Rewards program
Generous Parental Leave Scheme
Health & Wellbeing Initiatives
A career with us – How to Apply
Please check out our website at https://www.hcf.com.au/about-us/careers
