Senior CX Designer - AI Hub

Medibank; Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

Medibank is seeking a Senior CX Designer on a 12-month fixed-term contract to shape how customers discover, understand, and choose our products and services. You will lead end-to-end CX and service design across digital, assisted and AI-enabled experiences, turning insights into simple, intuitive solutions.

You’ll collaborate with Product, Marketing, Sales, Technology, Data and Customer teams to shape 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.
• The 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

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.

Join Medibank as a Senior CX Designer on a 12-month fixed-term contract and help shape how customers discover, understand and choose our products and services. You’ll lead end-to-end CX and service design across digital, assisted and emerging AI-enabled experiences, turning customer insights into simple, intuitive solutions.

Working across Product, Marketing, Sales, Technology, Data and Customer teams, you’ll combine research, data and stakeholder insights to shape future-state journeys and deliver meaningful customer and business outcomes.

What You’ll Be Doing

• 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

About You

You’re an experienced CX or Service Designer who can move comfortably between strategic thinking and hands‑on delivery. You know how to bring people together, simplify complex problems and turn insights into experiences that work for customers and the business.

You’ll bring:

• 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.
• The 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.

Experience within healthcare or health insurance, or working on AI acquisition initiatives, would be highly regarded.

Why Medibank?

This is an opportunity to use your CX and service design expertise to influence experiences that matter, while working across a broad mix of teams and emerging technology.

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, neuro‑divergent 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