Customer Experience Designer

8 months ago

North Lakes, Australia Auto & General Insurance Full time

As a passionate customer champion are you ready for the next chapter in your career at Auto & General?

As Customer Experience Designer you will support the design and delivery of customer experiences. You will be joining a transformational team that works closely with stakeholders and experts across the organisation to develop customer design journeys and projects, soundly based in data, customer discovery research, and insights. You will do this by working closely with the Head of Customer Experience Design and a team of designers as well as product, technology, data and frontline service experts. To be successful in this role you will possess empathy in spades, be open-minded, curious, a great listener, effective collaborator and have a passion for telling the customer’s story.

This is an exciting role that will see you get involved in a wide range of CX design projects delivering real change, and an opportunity to develop your skills to deliver across a wide range of design research, customer experience, data and analytics and digital and customer communications disciplines.

**What you will do**:
A day in the life of a CX Designer is very broad, and may include:

- Analysing voice of the customer survey data, call or chat records, complaints data, digital analytics or operational data to identify customer experience friction points.
- Preparing insight reports and presenting findings to stakeholders.
- Conducting customer research interviews or staff focus groups.
- Supporting the Senior CX Designer and Head of CX Design to develop customer journey maps, target customer persona’s and to facilitate cross
- functional design workshops
- Support the CX Design team and product and digital stakeholders to design and test prototypes.
- Planning and organising project meetings, design workshops and presentations.
- Partnering with our digital team to improve online customer journeys.
- Working with our Contact Centre team members to identify customer friction points and solutions to improve the customer experience. Conducting desktop research on new product innovations, competitors and international brands, CX technology and customer segments.

**What we are looking for**:

- Excellent customer focus and empathy
- Excellent writing skills, with strong attention to detail
- Interest in and understanding of customer experience, user experience trends, practices and methodologies.
- Excellent time management and organisational skills
- High level of curiosity and interest in human behaviour
- Strong communication and stakeholder management skills and experience collaborating with a range of internal and external stakeholders.
- Ability to analyse complex data and sound research report writing skills Experience in designing and executing solutions to solve business problems.

**Added bonus**:

- Prior exposure to or experience in a customer insight, strategic customer marketing or customer experience design role.
- A Bachelor’s or degree in business, marketing or related field required or relevant financial services, services marketing, or general insurance experience
- Some practical experience or exposure to customer-based design, research projects, or customer journey mapping.
- Strong presentation and group facilitation skills. Ability to independently lead aspects of project delivery, working with and coordinating project teams.

**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

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