Customer Experience Designer

3 weeks ago

North Sydney Council, Australia Zurich Insurance Group Full time
About Zurich Insurance Group

At Zurich Insurance Group, we're dedicated to creating a brighter future for our customers, people, and the planet. Our commitment to innovation, sustainability, and inclusivity drives us to be a leader in the insurance industry.

Job Description

We're seeking an experienced CX Designer to join our team as we continue to evolve and grow. As a key member of our Design Chapter, you'll be responsible for designing and implementing exceptional customer experiences that meet the needs of our diverse stakeholders.

The ideal candidate will have a customer-led mindset, excellent communication skills, and a strong working knowledge of design processes and methodologies. With a passion for innovation and a curiosity for new technologies, you'll drive positive impact and contribute to a culture of continuous learning and best practice development.

Key Responsibilities
  • Customer Needs Analysis: Understand customer needs and business requirements to redesign and optimize priority experiences and processes in a fast-paced environment.
  • Discovery Research: Plan, facilitate, and analyze primary qualitative and quantitative design research to inform design decisions.
  • Journey Mapping and Service Blueprint Development: Create journey maps and service blueprints to visualize customer experiences and identify areas for improvement.
  • Strategic Foresight and Future-State Journey Design: Develop strategic foresight and future-state journey designs to anticipate and prepare for changing customer needs.
  • Design Workshops and Experimentation: Facilitate design workshops and develop experiments to validate and de-risk designs.
  • User Flow and Wireframing: Create high-level wireframes and user flows in Figma to support the implementation of design concepts.
  • Metrics and Data-Driven Decision Making: Set clear KPIs and metrics to measure and track success, driving action off the back of data points.
  • Culture and Capability Building: Advocate for Human-Centered Design methodology and uplift the design understanding and capability of squad members and non-design stakeholders.
Requirements and Qualifications
  • Experience: 5+ years' experience in CX, Strategic Design, Service Design, or Human-Centered Design roles.
  • Customer-Led Mindset: A customer-led mindset and ability to move quickly from insight to action.
  • Design Knowledge: Strong working knowledge of design processes and methodologies, with the ability to effectively define, plan, and prioritize design work.
  • Communication Skills: Excellent communication skills and ability to effectively engage non-design stakeholders.
  • Innovation and Technology: Curiosity for new technologies and emerging digital experience trends, with a passion for innovation and staying at the forefront of new innovations and best practices.
  • UX/UI Best Practices: UX/Digital Product design experience and working knowledge of UX/UI best practices for web design, with strong skills in wireframing and progressing from low-fidelity prototypes to full-fidelity UI prototypes for development teams (preferred).
Benefits

We offer a competitive salary of AUD$120,000 per annum, plus additional benefits including:

  • AUD$500 annual wellbeing payment.
  • AUD$295 new starter e-voucher for your WFH set up.
  • Access to Family Care (parental leave).
  • Volunteer opportunities.
  • Work in our state-of-the-art Green Star rated offices (when you are in the office).
  • Dress for your day.
About You

We're looking for someone who shares our values and is passionate about making a positive impact. If you want to come on an adventure that will build a brighter future together, apply today to start your journey with us.

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