Manager, Experience Design

MLC Life Insurance. We have been protecting Australians for over 130 years. We respect the role we play in providing peace of mind for our customers, and we never lose sight of it.

**Our Purpose**

MLC Life Insurance is one of Australia’s leading life insurance specialists and a member of the Nippon Life Insurance Group, one of the world’s leading insurers. We are guided by our simple purpose: ‘A Promise for Life’. We provide almost 1.2 million Australians with reassurance that they and their loved ones will be supported when they need it most. It’s a promise that provides peace of mind and helps them sleep at night.

Our purpose is supported by Our Values of Do What’s Right, Deliver Together, Make it Simple, Own it and Aim High. It’s how we work together and behave every day in every interaction with our customers, partners and each other that defines who we are.

**Our Strategy**

Our strategy puts our customers at the centre of our ambition to be Australia’s leading and most trusted life insurer. It is through the commitment, energy and talent of everyone at MLC Life Insurance, working together, that we make a positive contribution to the lives of our customers. To support all of us to be at their best every day, we offer a flexible work environment centred on development, wellbeing, recognition and contribution.

With more than 1500 people nationally, we believe our success is built on the unique contribution of our people. Diversity and Inclusion is core to what we believe in and who we are. We aspire for everyone at MLC Life Insurance to feel valued and respected for who they are.

**The Role**

Reporting to the Head of Digital and CX, the Manager, Experience Design is a newly created role that will be responsible for driving a consistent and excellent experience design for MLC Life Insurance Group customers.

You will lead the design process which will include planning, research, insights, ideation, prototyping, testing and final outcomes. You will also lead the development of design assets for Group Insurance, encourage design thinking and the delivery of a market leading experience for members

Additionally, you will help to build the capability of the CX team through recruitment, ongoing coaching and development. You will also effectively work with a range of stakeholders to implement improvements to CX journeys while championing our customers and business partners.

**The outputs of this role are**:

- To create market leading Customer Experiences for Super Fund Partners, Trustee’s, and members.
- To maintain a deep customer understanding reflected in an up-to-date library of customer research outcomes and insights.
- To capture a clear understanding & documentation of existing and desired customer experience including but not limited to capturing ‘jobs to be done’, customer journey maps, personas and pain/gain points mapping.
- To develop a customer experience design that achieves the optimum outcome of customer desirability, business viability and technology feasibility
- Continuous monitoring & improvement of Customer satisfaction and interactions processes relating to Customer Experience

**About You**

You possess a minimum of 7 years’ customer experience design experience, building team and enterprise design capabilities.

Tertiary qualifications in relevant discipline and Design Thinking / HCD qualifications (desirable, not essential)

Demonstrated experience in developing and using CX Design principles to reshape the way the business operates.

Strong project management and planning skills with the ability to manage multiple projects simultaneously will see you succeed in this role

Lastly, you will have demonstrated experience in customer research & insights gathering and synthesis as well as presenting, communicating, and facilitating research, insights and design outcomes.

**Why Choose Us?**

At MLC Life Insurance, you will have the opportunity to:

- work with a WGEA cited Employer of Choice for Gender Equality
- enjoy flexible work options and an inclusive environment where everyone is respected and valued for who they are and their unique contribution
- embrace a culture of customer centricity and an ambition to be Australia’s leading, most trusted Life Insurer
- access CircleIn Parental Support - an online support resource for our working parents
- access a range of benefits including competitive salary, lifestyle leave, two days volunteer leave every year, recognition of service milestones; and
- wellness and lifestyle offerings including access to Uprise - our Digital Wellbeing Program, as well as discounts on a variety of lifestyle and entertainment products and services.


**Primary Location***: AU-VIC-Docklands

**Work Locations***: Level 16, 727 Collins St Level 16 727 Collins St Docklands 3008

**Job***: Information Technology

**Organization***: MLC Limited

**Schedule***: Permanent

**Employee Status***: Group Level 4

Full-time

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**Job Posting