Service Designer - Customer Journey Mapping - Secondment
Service Designer - Customer Journey Mapping - Secondment
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Job Description
Service Designer - Customer Journey Mapping - Secondment
Job No: 676232
Sydney - Inner Suburbs & CBD Brisbane - Inner Suburbs & CBD Melbourne - Inner Suburbs & CBD Various
Max Term Full Time
Insurance
Pay Band 4
Service Designer Customer Journey Mapping
- 6-Month Secondment Opportunity
- Location Sydney Melbourne or Brisbane
About the role:
The objective of the Service Designer - Customer Journey Mapping role is to lead the creation and optimisation of customer journeys ensuring seamless and engaging experiences that align with both customer needs and business goals.
Key Accountabilities:
- Map end-to-end customer journeys that help identify customer experience improvement opportunities and align them with business objectives.
- Collaborate with multidisciplinary teams to apply and develop expertise customer journey management.
- Conduct and support diverse research initiatives by drawing on various sources synthesising findings and creating actionable insights to inform decision-making.
- Utilise multiple forms of research prototyping and testing to place customers and staff at the heart of service design ensuring inclusivity and accessibility in all approaches.
- Forge strong partnerships across Suncorp to drive customer advocacy.
- Present research and design insights to stakeholders in compelling and visually engaging formats.
- Be an instrumental part of the group-wide Customer transformation team tasked with creating a customer-obsessed workforce driving initiatives to increase customer advocacy resolve pain points and enhance customer retention.
- Partner closely with key stakeholders to gain a holistic understanding of customer needs pain points organisational goals and project requirements.
- Champion the human-centered design process and advocate for customer experience (CX) improvements embedding design standards and methodologies into BAU processes.
About You:
- Minimum 1 year customer journey mapping experience (Desired)
- Insurance or financial services experience (Desired)
- Demonstrable experience within a similar position (Desired)
- Proven experience in driving and communicating customer outcomes through influencing others.
Key Capabilities:
Customer & Knowledge
- Depth of understanding in customer journey mapping (Mandatory)
- Skilled ability to contribute to and understand strategic perspectives and translate to tactical actions
- Committed to improving customer experience defining high quality solutions within required timeframes
- Understanding of customer personas business and the markets/industries in which Suncorp operates
Leadership and influence
- Builds highly collaborative and engaged relationships with team members
- Demonstrate the ability to influence negotiate prioritise and plan in partnership with key stakeholders.
Decision making and problem solving
- Strong analytical skills and problem-solving ability
- Demonstrated ability to seek out information and break down problems and situations into components options or alternatives.
Communication
- Strong story telling skills
- Strong written communication skills
- 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
- Ability to identify opportunities for improvement and implement.
- Activity seek feedback on performance and take responsibility for own development.
Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time
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