We are seeking a proactive and experienced Senior Service Designer to spearhead end to end human centred design initiatives within intricate insurance service environments. The ideal candidate will leverage deep customer insights, operational data, and frontline employee experiences to define and clarify ambiguous problem spaces, ensuring the delivery of exceptional service experiences.

Responsibilities

- Spearhead human centred design initiatives and conduct rigorous root cause analysis to identify systemic breakdowns and capability gaps.
- Execute and synthesize qualitative and quantitative research, including customer interviews, frontline feedback analysis, journey mapping, and direct observation.
- Design and facilitate impactful workshops with senior leadership and cross functional teams to co create cutting-edge solutions.
- Translate complex research findings into clear problem statements, actionable design principles, and prioritized opportunities for improvement.
- Forge strong partnerships with product management, claims departments, technology teams, data analytics, legal, compliance, and operations stakeholders.
- Develop and deliver high quality design artefacts, such as service blueprints, journey maps, personas, and user flows.
- Act as a strong advocate for customer needs, employee experience, and accessibility standards,



particularly for vulnerable customer segments.
- Provide design leadership, mentorship, and coaching to uplift service design capabilities across various teams.

Mandatory Skills

- Expertise in Human Centred Design (HCD) methodologies and their application in complex service environments.
- Proven proficiency in conducting thorough Root Cause Analysis to identify underlying issues.
- Strong experience in Journey Management, including advanced techniques for mapping and optimizing customer and employee journeys.
- Demonstrated ability to conduct and synthesize both qualitative and quantitative research.
- Proficiency in Service Blueprinting and advanced Journey Mapping techniques.
- Experience facilitating high impact workshops with senior leaders and cross functional teams.
- Excellent Stakeholder Management abilities with a track record of influencing senior executives.
- Strong Systems Thinking capabilities to understand interconnectedness within complex organizational structures.
- Exceptional storytelling skills to convey complex insights and strategic recommendations.
- Experience working within large, regulated organizations, preferably in the financial services or insurance sector.

Interested candidate can share their resume at or call me on .

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📌 Service Designer (CX) (City of Sydney)
🏢 CareCone Group
📍 City of Sydney