Design Research Lead

Medibank Private Limited; Melbourne; On-site; AUD 140,000 - 190,000; Full time

Job summary

Medibank Private Limited in Melbourne is seeking an experienced Design Research Lead for a 10‑month fixed‑term contract to strengthen how customer evidence, experimentation and insights influence product and service design decisions.

You’ll lead and coach multidisciplinary teams, shaping research approaches and turning customer understanding into confident product directions. This role balances strategic thinking with practical delivery and requires strong stakeholder influence.

Qualifications

• Experience leading design research in CX, UX, product or service design environments.
• Experience in customer research, discovery and experimentation.
• Proven ability to coach and build research capability across multidisciplinary teams.
• Translate customer insights into clear, actionable opportunities.
• Partner across Design, Product, Engineering and Insights teams.
• Strong communication and ability to influence at all levels of the organisation.

Responsibilities

• Lead and evolve Medibank’s design research practice.
• Coach teams to embed customer discovery, research and experimentation into product development.
• Mentor designers and researchers to build research capability and storytelling.
• Shape research frameworks, standards, tools and experimentation practices.
• Partner with Customer Insights to connect research with VOC, market research and behavioural data.
• Work with Product, Design and Engineering leaders to align research with product strategies and roadmaps.
• Turn customer insights into opportunities that influence product and service strategy.
• Champion research and experimentation as drivers of better customer and business outcomes.

Skills

Design research

Coaching teams

Stakeholder influence

Research strategy

Job description

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It’s a strange thing to say, because us humans are capable of incredible things. And at Medibank, we know our greatest potential lies in the people who work with us.

We strive to make real, fundamental change, driven by a simple purpose: to create the best health and wellbeing for all of Australia.

Great experiences start with a deep understanding of customers. Join Medibank as our Design Research Lead on a 10‑month fixed‑term contract and help strengthen how customer evidence, experimentation and insights influence the way we design products and services.

You’ll bring together research expertise and practice leadership, coaching teams, shaping research approaches and helping turn customer understanding into confident product and experience decisions.

What You’ll Be Doing

• Lead and evolve Medibank’s design research practice.
• Coach teams to embed customer discovery, research and experimentation into product development.
• Mentor designers and researchers to build research capability, storytelling and influence.
• Shape research frameworks, standards, tools and experimentation practices.
• Partner with Customer Insights to connect research with Voice of Customer, market research and behavioural data.
• Work with Product, Design and Engineering leaders to align research with product strategies and roadmaps.
• Turn customer insights into opportunities that influence product and service strategy.
• Champion research and experimentation as drivers of better customer and business outcomes.

About You

You’re an experienced design research professional who can balance strategic thinking with practical delivery. You’re confident coaching others, influencing stakeholders and helping teams use research to make better, evidence‑based decisions.

You’ll bring strong experience in:

• Design research within CX, UX, product or service design environments.
• Customer research, discovery and experimentation.
• Coaching and building research capability across multidisciplinary teams.
• Translating complex research and customer insights into clear, actionable opportunities.
• Partnering across Design, Product, Engineering and Insights teams.
• Communicating and influencing across different levels of an organisation.

Why Medibank?

This is an opportunity to shape how research is practised across Medibank and help build a stronger connection between customer insight, design and product decision making.

Imagine working with us

We understand that work means different things to everyone... We know happy, healthy people make great teams, and great teams put more heart into each customer and patient interaction. And that ’ s why we ’ re reinventing work.

Imagine a workplace that helps you and your family thrive. Where connection, personal development and health and wellbeing are front of mind. To learn more about our benefits go to https://careers.medibank.com.au/culture/rewards-benefits/

For you, work should help you Live Better. It should bring you fulfillment and joy. And with Medibank, it could.

Inclusion and Accessibility

We believe in everyone's potential and strive to make Medibank inclusive for all because different perspectives make us better. We encourage applications from everyone, including Aboriginal and Torres Strait Islander peoples, neurodivergent candidates, LGBTQIA+ community including transgender and gender diverse candidates and candidates with a disability.

Medibank proudly recognised as Best Enterprise Organisation, 2026 AFR BOSS Best Places to Work

Job Segment: Neurology, Product Development, Market Research, User Experience, Research, Healthcare, Marketing, Technology

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