Senior CX Designer - AI-Driven Customer Journeys

Medibank Private Limited; Melbourne; On-site; AUD 110,000 - 160,000; Full time

Job summary

Medibank Private Limited is seeking an experienced Senior CX Designer for a 12-month fixed-term contract in Melbourne. You will lead end-to-end CX and service design across digital, assisted and AI-enabled experiences, turning customer insights into simple, intuitive solutions.

You’ll work across Product, Marketing, Sales, Technology, Data and Customer teams, combining research, data and stakeholder insights to shape future journeys and deliver meaningful customer and business outcomes.

Qualifications

• 5+ years’ experience in CX and/or service design.
• Experience leading complex strategic design projects end to end and influencing business change.
• Strong customer research, analysis, testing and prototyping capability.
• Ability to translate insights into practical CX and service design solutions across multiple channels.
• Strong workshop facilitation and stakeholder engagement skills, from senior leaders through to frontline teams.
• Excellent communication and collaboration skills.

Responsibilities

• Lead end-to-end CX and service design across customer acquisition journeys.
• Identify customer needs, pain points and opportunities using research, analytics and stakeholder insights.
• Develop future‑state customer journeys, service blueprints, concepts and prototypes.
• Explore how digital, human and AI‑enabled experiences can work together.
• Lead customer research, testing and collaborative workshops.
• Partner with cross‑functional teams to turn insights into practical experience improvements.
• Use customer and business metrics to measure outcomes and identify opportunities for improvement.
• Champion accessible, inclusive and customer‑centred design

Skills

CX design

Service design

User research

Prototyping

Workshop facilitation

Stakeholder engagement

Communication

Job description

Medibank Private Limited is seeking an experienced Senior CX Designer for a 12-month fixed-term contract in Melbourne. You will lead end-to-end CX and service design across digital, assisted and AI-enabled experiences, turning customer insights into simple, intuitive solutions.

You’ll work across Product, Marketing, Sales, Technology, Data and Customer teams, combining research, data and stakeholder insights to shape future journeys and deliver meaningful customer and business outcomes.