Senior Experience Designer

Shape the Future of Member Experience at HCF

We're looking for a Senior Service Designer to lead transformative design initiatives that elevate and differentiate HCF's member experience. This hands-on role offers the chance to collaborate across the organisation, craft end-to-end experiences, and champion member-centricity. If you're passionate about design systems, strategic thinking, and making a real impact don't hesitate to apply.

About the job

At HCF, we're on a mission to transform how our members experience health care and we need a Senior Service Designer to help lead the way.

In this hands-on role, you'll scope, plan and deliver strategic design initiatives that improve and differentiate our member experience. You'll dive deep into research, uncover insights, and co-create future experiences that are not only desirable for members but also drive real business value.

You'll 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'll bring clarity and creativity to every touchpoint. You'll also help build and evolve our design systems and standards, ensuring consistency and quality across the board.

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

About You

You're a strategic thinker with over 5 years' experience in service design ideally in a consulting firm or a medium to large business. You're confident using human-centred design and design thinking to solve complex problems and deliver experiences that balance customer needs, business value and technical feasibility.

You know how to turn data into insights, frame challenges clearly, and communicate ideas with impact whether through storytelling, visuals or service design artefacts. You're comfortable working in Agile or Lean environments, and you thrive in ambiguity, using initiative to drive outcomes.

You've led and contributed to design practices like user research, insight synthesis, prototyping, and workshop facilitation. You're collaborative, curious, and always ready to bring a can-do attitude to the table.

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we've been putting our members and their health first. As Australia's largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our  Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
 

Culture & Benefits 

Purpose-driven passion
We're united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

Wellness and work-life balance
We'll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:

• 50% subsidy on HCF hospital and/or extras cover

• 18 weeks of parental leave for all new parents

• Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more

• Discounts on HCF's products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.

Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.

Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.

Next steps

If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition –  to discuss.

We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.

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