Specialist, Design

2 weeks ago

Melbourne, Australia Insurance Australia Group Full time

Senior Service Designer - Firemark Collective
- Permanent Position
- Flexible working arrangement
- Sydney or Melbourne based

**READY FOR ANYTHING**

At IAG, we live and work by our purpose to make your world a safer place. We are motivated by a unique culture that celebrates honesty, creativity, empathy, equity and collaboration. We call it the IAG way, and it means we all share a ‘ready for anything’ mindset that sets the tone for positive actions and positive outcomes. We put heart into everything we do which guides us to create amazing things for our customers, our people and our communities.

As the largest general insurance group in Australia and New Zealand, we own some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI. We are ready for anything.

**The Role**

The Firemark Collective is IAG’s Innovation & Venturing Hub and is made up of 3 Functions - Futures, Ventures and Labs. Firemark identifies, invests, and incubates a portfolio of initiatives to accelerate new value creation within, and beyond, IAG’s core insurance business. We operate across Australia, New Zealand and Singapore to access the region’s top talent.

We are looking for a Senior Service Designer to execute end-to-end Service Design from discovery through to delivery, leveraging insights to bring to life service experiences and propositions for Firemark Labs. You’ll be a natural initiative taker and collaborator working alongside Senior Designers, Product, Business, Data Science and Engineering, to ensure we deliver desirable quality experiences that are human-centric and align to business viability and feasibility. We are seeking someone that has enthusiasm for continuous learning, seeks feedback, and who thrives in a fast-paced environment.

**The Team**
- We are a strong team of Service, UX, UI and Graphic Designers with diversified experience designing for disruptive tech such as Computer Vision in drowning detection, Natural Language Processing in mental wellness app and LiDAR scanning for consumer 3D modelling. We are passionate about user-centricity in our designs and ensure our work is intuitive and visually pleasing.
- We are a bunch of fun-loving individuals - we know how to laugh and play hard together but are also committed to our craft and do our utmost to design great work.
- We are big on learning and development - we love to share our knowledge with each other through fun lunch & learns and taking courses together.

**Key Responsibilities**
- Work with senior members of the team to scope and execute Service Design activity at any stage of the project: Discovery through to Delivery
- Analyse and document current state customer experiences identifying causes and envision opportunities for a future state experience.
- Conduct quantitative and qualitative customer research to understand customer behaviours, pain points and needs.
- Identify insights from customer research, internal service metrics, market analysis and constructing into actionable results.
- Create service blueprints and journeys to map and shape the intricate interactions between people, process, business, and technology needed to bring a product to life.
- Facilitate engaging workshops with customers, business stakeholders and internal teams to problem solve, co-design, ideate and test the future service (processes, channels, experiences).

**Skills and Experience**
- A love of solving and simplifying complex problems
- Experience working with multidisciplinary teams to produce exceptional digital experiences, whilst balancing the needs of users and clients throughout.
- Ability to nurture a deep understanding of our internal teams and processes that we use to support our customers and end-users
- Understand and communicate customer needs and behaviours with stakeholders
- The ability to translate research findings into actionable results
- Confidence to conduct research and contribute to the design of research approach
- Confidence in facilitating engaging HCD workshops and contribute to the design of workshops
- Experience in creating design artefacts, simplifying complex information into easily understood concepts, ideas and solutions (service blueprints, research reports, user stories, personas, journey maps, scenarios, infographics and prototypes)
- Proficiency in collaboration and design tools such as Figma and Miro
- Strong verbal and written communication skills
- Highly organised with impeccable time management skills
- Balance the needs of stakeholders with competing priorities
- Be able to construct well-structured and convincing presentations of your research and design insights, clearly articulating your rationale for recommendations

**Desired Experience**
- A Bachelor’s degree in Design, Business, Psychology, Human Computer Interaction, or other relevant fields, or relevant professional experience.
- Experience in Insurance, Financial Services, Corporate Advisory or Consulting firm
- E

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