Service Design Manager

5 hours ago

Docklands, Australia MLC Life Insurance Full time

Are you committed to bringing your best to life every day?

At MLC Life Insurance, we’re proud of our history of protecting Australians for over 135 years. We provide flexible, affordable, and innovative insurance products to almost 1 million Australians. We’re Australian-led and managed, and part of a global network through our partnership with one of the world’s leading life insurers, Nippon Life Insurance Group.

We’re driven by a powerful purpose, providing our customers and their families with a Promise for Life to be there when they need us most - and that’s a great purpose to bring us together at work every day.

We work hard to deliver a total customer experience that keeps our customers and partners at the forefront of all our decisions. We’re a values-driven business that strives for high performance and growth as we look towards the future.

**The Role**

Reporting into the Head of Partner Experience within our Group Insurance business unit, the Service Design Manager is a critical role, responsible for guiding the team to deliver high-quality design outcomes aligned with any project objectives.

Your role is broad and varied. From crafting end-to-end service experiences, analysing user behaviours, conducting research, mapping journeys, facilitating co-creation, designing and testing prototypes, to leading collaborative projects.

As part of your role, you will also participate in any RFP’s or tender presentations to prospective fund partners, facilitating workshops and providing live demo and prototype walkthroughs of customer journeys to external clients and external stakeholders.

**About You**

You possess a minimum of 5+ years of experience in a Service Design or CX strategy capacity with proven experience in developing and executing CX strategies within the financial services sector.

You possess a deep expertise in Human Centred Design which enables you to oversee the entire design process, ensuring smooth execution across core teams and stakeholders.

You possess the passion and willingness to play a hands-on approach, rolling up your sleeves to get involved in the technical aspects of the role.

Lastly, you possess outstanding communication (both written and verbal) and presentation skills, with the gravitas and confidence to present to senior and executive-level stakeholders, both internally and externally.

**Bringing our best to life - why join us?**
- We do work that makes a genuine difference to our customers, partners and community.
- We have a supportive, inclusive and flexible team culture, including hybrid working.
- We support your growth and development, and careers across our business units and teams that are as unique as our people.
- We reward and celebrate our successes, through our incentive and recognition programs.
- We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave and our Family Life hub.
- We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments.

**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**: 01-May-2025, 11:13:38 PM

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