Hybrid Service Designer - Member Journey & Experience

CareSuper Pty Ltd; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid and flexible work environment

3% Superannuation above SG minimum

Salary sacrifice matching up to 3%

5 weeks of annual leave

18 weeks of parental leave

Health and wellbeing support

Professional Development

Rewards and employee discounts

Job summary

CareSuper Pty Ltd is seeking a Service Designer to lead end-to-end design of member journeys within the Member Experience division. You will create journey maps, blueprints and experience maps, translating insights into future-state services that scale across digital, assisted and back-office channels.

You will apply human-centred design, facilitate workshops, and partner with squads and Risk & Compliance to implement designs that improve member experiences while remaining compliant and scalable.

Qualifications

• Experience in service design using human-centred design techniques.
• Experience creating consumer journeys, blueprints and end-to-end process views.
• Experience prototyping, usability testing or validating concepts with customers/members.
• Ability to turn insights into testable concepts amidst ambiguity.
• Strong workshop facilitation and stakeholder engagement skills.

Responsibilities

• Lead end-to-end service design across member journeys, defining the experience and supporting processes and roles.
• Develop artefacts such as customer journey maps, service blueprints and experience maps.
• Translate member insights into future-state service designs addressing pain points and opportunities.
• Facilitate ideation and co-design workshops across teams.
• Collaborate with squads, delivery teams and Risk & Compliance to move designs from concept to implementation.

Skills

Service design

Human-centred design

Customer journeys

Service blueprints

End-to-end process mapping

Workshop facilitation

Stakeholder engagement

Regulated environment knowledge

Education

Tertiary qualification in design or related field

Job description

CareSuper Pty Ltd is seeking a Service Designer to lead end-to-end design of member journeys within the Member Experience division. You will create journey maps, blueprints and experience maps, translating insights into future-state services that scale across digital, assisted and back-office channels.

You will apply human-centred design, facilitate workshops, and partner with squads and Risk & Compliance to implement designs that improve member experiences while remaining compliant and scalable.