Member Experience Strategist

3 days ago

Sydney, New South Wales, Australia beBeeServiceDesigner Full time $110,000 - $140,000

Transformative design initiatives are pivotal in elevating the member experience. As a Senior Service Designer, you will lead strategic initiatives that improve and differentiate our member experience.

This role offers the chance to collaborate across the organisation, craft end-to-end experiences, and champion member-centricity. A passion for design systems, strategic thinking, and making a real impact is essential.

About the Role

As a Senior Service Designer, you will scope, plan and deliver strategic design initiatives that improve and differentiate our member experience. You will dive deep into research, uncover insights, and co-create future experiences that are desirable for members and drive real business value.

You will work across teams to analyse current-state journeys, identify root causes, and design high-level end-to-end solutions. From service blueprints to strategic personas, you will bring clarity and creativity to every touchpoint.

Collaboration is key as you will partner with stakeholders, advocate for member centricity, and influence decisions with evidence-based thinking. You will also support junior designers and contribute to growing our CX capability.

Key Responsibilities
  • Lead transformative design initiatives to elevate the member experience
  • Collaborate across teams to design high-level end-to-end solutions
  • Partner with stakeholders to advocate for member centricity
  • Support junior designers and contribute to growing our CX capability
Requirements

A minimum of 5 years' experience in service design, ideally in a consulting firm or a medium to large business. Strong skills in human-centred design, design thinking, data analysis, communication, and collaboration are essential.

Experience in Agile or Lean environments, and comfort in working in ambiguity using initiative to drive outcomes are preferred.

Strong leadership and teamwork skills, with the ability to motivate and develop junior designers are required.

Benefits

Our benefits include wellness and work-life balance, collaboration and inclusivity, and continuous learning and growth.

Wellness and work-life balance includes 50% subsidy on HCF hospital and/or extras cover, 18 weeks of parental leave for all new parents, mental health and wellbeing programs, and discounts on eyecare products.

Collaboration and inclusivity includes embracing diversity as our strength and maintaining an inclusive and collaborative work environment.

Continuous learning and growth includes opportunities for personal and professional development through workshops, mentorship programs, and more.

What We Offer

We offer a dynamic and supportive work environment, with opportunities for growth and development. Our company values include stepping forward, walking in their shoes, staying human, making it better, and getting there together.

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