Client Experience Designer

2 days ago

Melbourne City Centre, Australia Victorian Managed Insurance Authority Full time

Service Development, Risk Services
Full Time, Ongoing.
About VMIA
Victorian Managed Insurance Authority (VMIA) is the Victorian Government's insurer and risk adviser, covering the people and projects that help Victorians thrive. We're an agency in the Department of Treasury and Finance portfolio established under the Victorian Managed Insurance Authority Act, and report to the Assistant Treasurer.
We provide insurance and risk advice to government departments and agencies, with more than 4,600 clients ranging from small community service organisations to public hospitals, schools, and core service providers. We also provide domestic building insurance to builders, giving Victorian homeowners peace of mind for building projects valued over $16,000.
We help our clients prepare for, prevent, or reduce the impact of harm. When things don't go to plan, we help clients restore services and recover quickly.
Our unique perspective across Victorian Government clients provides an opportunity for learning and development across the risk and insurance industry as well as the broader public sector, creating deeper connections with our clients, and a shared understanding of best practice in our fields of expertise.
People are at the heart of everything we do. At VMIA, you'll be encouraged to achieve your career goals in a progressive and flexible workplace that, most importantly lets you be yourself.
Your role
We're committed to hearing the client's voice so we can provide services that meet our clients' needs. These services include a range of insurance, risk advisory and educational offerings.
As a Client Experience Designer, you'll be central to this effort. You'll lead VMIA's customer experience (CX) program, including managing day-to-day operations and implementing improvements.
Your role reports to the Head of Service Development in the Risk Services Division.
How you'll make an impact
Manage the day-to-day operations of VMIA's CX program, including:

- Administer client surveys and other feedback mechanisms.
- Lead VMIA's process for communicating and acting on CX insights.
- Produce reporting for a range of stakeholders, including business teams, the Executive Team and the Board.
- Play a key role to implement a suite of improvements to the program, with a focus on moving from NPS to a satisfaction measure based on client value propositions.
- Provide leadership and coaching support to a client service adviser as a direct report to continually grow to deliver effective outcomes to VMIA stakeholders.
- Collaborate with business and project teams to map customer journeys and integrate CX processes into digital and non-digital services.
- Design and conduct qualitative and quantitative research via various methods to uncover and validate the current and expected customer experience.
- Evaluate and continuously improve VMIA's CX program.
- Identify, engage and manage the best suppliers to support the CX program.
- Using your understanding of client needs and you'll also contribute to development of harm prevention and recovery services to VMIA clients.

Who you work with
- You work with the Heads of VMIA teams and your peers across the organisation to help design, develop, and deliver services.
- You communicate and consult regularly across VMIA to inform trends, market needs, changes and new opportunities or initiatives.
- You build constructive working relationships with partner organisations, suppliers, and clients.

About you
- You must have demonstrated experience working in customer experience (CX) design and management ideally within similar complex organisation/projects.
- Experience administering and generating insights from various CX research methods including surveys, website analytics, interviews, focus groups and observation.
- Ability to provide direction, coaching and mentoring to one or more junior colleagues. Previous experience managing a direct report would by highly advantageous not a must have.
- Exposure to client experience and/or co-design in government and community sector (Preferable).
- Experience in producing high quality CX design deliverables: personas, journey maps, service blueprints, prototypes.
- Successfully delivering CX programs in agile project-based environments.
- Proven experience in influencing others, problem solving and understanding key system dependencies.
- Facilitating design thinking workshops with customers and stakeholders.
- Ability to produce high quality analysis and reporting on CX insights.
- Experience sourcing suppliers and managing supplier relationships.
- Ability to share experiences and coach others in good practice.

We encourage people from all gender identities, Aboriginal and Torres Strait Islander cultures, with disabilities, and from culturally diverse backgrounds to apply.
Please let us know of any accessibility needs to be considered during the recruitment process.
Why work with us?
- We're known for our incredible culture and sense of community -

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