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Lead CX Designer

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  • Working across people / service / technology
  • Working within CX team that acts as an internal consultancy for the wider business
  • Helping to embed HCD across business units, progressing Business Transformation related programs

We're looking for a talented LEAD CX DESIGNER to join our client's Innovation team.

This role is offered as a 12-16 month fixed term contract.

Within this role, you will be joining the CX team, functioning as a consultancy for the wider business.

You will be tasked with rolling out various CX / Service Design programs related to the larger scale business transformation & future vision.

ABOUT THE ROLE:
As a Lead CX Designer, you will be responsible for executing & embedding a HCD focus within everything you do – ensuring that solutions resolve both business objectives and customers needs.

You will join a collaborative CX Design team, who work as an internal consultancy for the wider business; reporting into the Head of Human Centred Design; and working alongside a separate Digital team.

The ideal candidate will bridge people, service and technology; possess solid business acumen and have excellent stakeholder management experience. You MUST be able to influence at a senior level, to understand organisational structures and how to design future state solutions within these.

RESPONSIBILITIES:

  • Focus on executing the HCD approach to optimise business value through improved customer experience.
  • Conduct research to understand the customer and stakeholder needs
  • Facilitate the co-design solutions to improve customer experience and business value
  • Work in an agile environment collaborating with cross-functional teams and stakeholders

SKILLS AND EXPERIENCE:

  • Solve challenges in creative and human-centric ways
  • Utilising Design thinking, Human-Centred Design and Service Design methodologies to solve problems and help deliver long-term projects
  • You will have excellent stakeholder management skills covering the c-suite, internal and external stakeholder
  • Customer Design research and/or Service Design experience
  • Ability to undertake qualitative research, understanding current state, and relaying that information in an accessible way to the wider business
  • Build customer journey maps
  • Facilitate research projects
  • Experience in ethnographic research and design methods to understand customer needs
  • Be able to create customer journey maps and service blueprints to articulate and optimise complex processes and systems.
  • Experience working in an agile environment, and ideally driving lean, agile methodology
  • Understand and drive the HCD approach
  • Ideally you have UX capabilities as well as visual communication skills

ABOUT THE COMPANY:
One of Australia's leading Insurance providers and well-respected, global organisation that is working through an exciting business transformation that will set the benchmark for how they work in the future! 

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