Customer Experience

3 weeks ago

Melbourne, Australia AIA Full time

BE THE DIFFERENCE

At AIA we don’t simply believe in being ‘the best’. We believe in better - because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important part role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The Opportunity

Due to growth, AIA Australia has an opportunity for a CX/Service Designer to join our fun and friendly team. This exciting key role will see you delivering leading customer, partner and employee experiences for key strategic initiatives across Health, Life & Vitality, articulated through end-to-end journey maps and service blueprints.

To do this successfully you will:

- Lead the design of exceptional customer, partner and employee experiences through the creation of insight led CX artefacts, including current and future state journey maps and service blueprints
- Drive customer centricity, championing a HCD (Human-Centered Design) approach that balances human insight with commercial drivers to create compelling experiences
- Effectively articulate and translate the CX Vision, strategy, prioritisation & execution plans with delivery teams
- Represent the customer across strategic projects and initiatives and provide a customer value lens to decision making. Provide input into scope prioritisation assessments as required
- Partner with Operations stakeholders and work collaboratively with cross functional teams to build service blueprints that connect people, process and technology and re-engineer existing processes to be aligned to the target state experience vision.
- Enable stakeholders to understand the complex relationship between customer pain points, internal business practices and underlying platforms
- Facilitate the co-design of solutions to mutually improve experience and business value and achieve the optimum outcome
- Plan and execute CX & Service Design approaches and activities as appropriate for the project, including planning & facilitation of customer research. Manage the development of CX artefacts in line with project timelines to ensure delivery is aligned and captures CX requirements.
- Partner with UX Designers to translate CX and Service Design aspirations into user flows and wireframes for digital touchpoints.
- Contribute to the evolution of CX practices, methodologies and capabilities
- Strong experience in CX Design, Service Design or Strategic Design, preferably with a background in a large matrix services organisation
- Tertiary qualification in Business, Design or Technology or similar preferred (or equivalent relevant experience)
- Extensive experience executing HCD (Human-Centered Design) methodology. Experience planning & facilitating customer research & conducting synthesis, customer journey mapping, facilitating co-design workshops, leading service design/creation of detailed service blueprints for highly complex services organisations - with a track record for driving change that has delivered positive outcomes for customer/partners
- Experience leading projects and initiatives with significant process re-engineering focus
- Strong Customer focus and insight driven - with ability to turn findings into insights, and insights into opportunities or actions
- Strong Commercial and strategic acumen - and ability to relate and connect customer and partner experience with operations - people/employee experience (EX), process, technology in pursuit of both customer and commercial outcomes
- Ability to collaborate effectively with a diverse group of stakeholders and influence for positive outcomes

Why choose AIA:
At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.
- Access our training and development to build on your current skills
- Career development through internal mobility opportunities
- Work for a business helping millions of Australians and make a difference to someone’s life everyday
- Access additional leave days a year to recharge and refresh yourself
- Enjoy wonderful Health and Wellbeing initiatives that support you
- Work with supportive and inclusive managers
- Flexible working arrangement

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. Through life and health insurance, financial wellbeing and our total wellbeing ecosystem that includes AIA Vitality - the world’s leading science-backed wellbeing programme - we’ve started a movement to make Australia the healthiest, best protected nation in the world.

As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group with a presence in 18 markets in Asia-Pacific - it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to

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