Service Designer

2 months ago

Sydney, New South Wales, Australia Vero Insurance Full time
About the Role:

We are seeking a highly skilled Service Designer to join our team at Vero Insurance. As a Service Designer, you will be responsible for crafting exceptional end-to-end service experiences that meet both customer needs and business objectives.

Key Accountabilities:
  • Designing end-to-end service journeys that help customers achieve their goals and align with business objectives.
  • Collaborating with multidisciplinary teams to apply and develop skills in Service Design, Design Research, and Design Thinking.
  • Conducting and supporting research by drawing on various sources, analysing findings, and creating summaries to support decision-making.
  • Utilising multiple forms of research and prototyping to place customers and staff at the center of service design.
  • Developing organisational capacity for service design and design thinking skills through training and support.
  • Communicating recommendations effectively regarding service design tools and approaches for current or future work phases.
  • Providing knowledge transfer across the group on Service Design concepts and tools
  • Forge strong partnerships with development teams, UX/UI designers, Product Owners and project managers to ensure seamless implementation of service designs.
  • Presenting research and design insights to stakeholders and working with business stakeholders to recommend solutions and resolve service issues.
  • Be an active part of the group wide team responsible for driving a customer obsessed workforce, with the goal of increasing customer advocacy, resolving pain points and improving customer retention
  • Partner closely with key stakeholders to comprehensively grasp customer and user needs, organisational goals, and project prerequisites.
  • Champion human centred design process and CX improvement and build engagement and support for customer experience design standards and methodologies as part of BAU
About You:
  • Relevant tertiary qualification or equivalent professional experience (CCXP highly regarded)
  • Minimum 2 years' service design experience (Mandatory)
  • Insurance or financial services experience (desired)
  • Demonstrable experience within a similar position
  • Proven experience in driving design outcomes through influencing others
Key Capabilities:
  • Depth of understanding in service design and delivery (Mandatory)
  • Skilled ability to contribute to and understand strategic perspectives, and translate to tactical actions
  • Skilled ability to deliver impactful customer initiatives within timeframes and budget
  • Ability to uplift the service design capability within own team, and across Insurance
  • Committed to improving customer experience and delivering high quality solutions within required timeframes
  • Understanding of customer personas, business and the markets/industries in which Vero Insurance operates
  • Comprehensive knowledge and application of relevant compliance standards, legislative requirements and industry codes.
Leadership and Influence:
  • Builds highly collaborative and engaged relationships with team members
  • Experienced with coaching and influencing outcomes through others
  • Demonstrated sound leadership and change management skills
  • Demonstrate the ability to influence, negotiate, prioritise and plan in partnership with Insurance and other key stakeholders.
Decision Making and Problem Solving:
  • Strong analytical skills and problem-solving ability
  • Demonstrated strategic thinking ability
  • Demonstrated ability to seek out information and break down problems and situations into components, options or alternatives.
  • Ability to develop solutions and courses of action and frame recommend solutions to meet the required standards of the targeted audience.
Communication:
  • Able to communicate complex issues in concise and simple terms to a large range of audiences, with confidence and in appropriate formats (internal and external).
  • Strong influencing and negotiation capability
  • Strong ability to develop and maintain internal and external relationships
Planning, Organisation and Continuous Improvement:
  • Establish a process to complete goals and allocate time/resources to achieve such goals; strong ability to work to a deadline (including manage others to those deadlines) and to manage multiple and potentially conflicting timeframes and priorities.
  • Ability to identify opportunities for improvement and implement.
  • Activity seek feedback on performance and take responsibility for own development.
What We Can Offer:
  • Discounts and offers on a range of retail favourite stores as well as banking and insurance products.
  • A range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks secondary carer parental leave, and unlimited paid emergency response leave.
  • Invest in your brighter future with ongoing study support and career development programs.
  • Give back to our communities with payroll giving, donation matching and paid volunteer leave.
  • Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.

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