Senior CX Designer: Shape AI-Driven Customer Journeys

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

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.