Service Designer – Customer Journey Mapping

• 6-Month Secondment Opportunity
• Location Sydney, Melbourne, or Brisbane

About the role:

The objective of the Service Designer - Customer Journey Mapping role is to lead the creation and optimisation of customer journeys, ensuring seamless and engaging experiences that align with both customer needs and business goals.

Key Accountabilities:

• Map end-to-end customer journeys that help identify customer experience improvement opportunities and align them with business objectives.
• Collaborate with multidisciplinary teams to apply and develop expertise customer journey management.
• Conduct and support diverse research initiatives by drawing on various sources, synthesising findings, and creating actionable insights to inform decision-making.
• Utilise multiple forms of research, prototyping, and testing to place customers and staff at the heart of service design, ensuring inclusivity and accessibility in all approaches.
• Forge strong partnerships across Suncorp to drive customer advocacy.
• Present research and design insights to stakeholders in compelling and visually engaging formats.
• Be an instrumental part of the group-wide Customer transformation team tasked with creating a customer-obsessed workforce, driving initiatives to increase customer advocacy, resolve pain points, and enhance customer retention.
• Partner closely with key stakeholders to gain a holistic understanding of customer needs, pain points, organisational goals, and project requirements.
• Champion the human-centered design process and advocate for customer experience (CX) improvements, embedding design standards and methodologies into BAU processes.

About You:

• Minimum 1 year customer journey mapping experience (Desired)
• Insurance or financial services experience (Desired)
• Demonstrable experience within a similar position (Desired)
• Proven experience in driving and communicating customer outcomes through influencing others.

Key Capabilities:

Customer & Knowledge

• Depth of understanding in customer journey mapping (Mandatory)
• Skilled ability to contribute to and understand strategic perspectives, and translate to tactical actions
• Committed to improving customer experience defining high quality solutions within required timeframes
• Understanding of customer personas, business and the markets/industries in which Suncorp operates

Leadership and influence

• Builds highly collaborative and engaged relationships with team members
• Demonstrate the ability to influence, negotiate, prioritise and plan in partnership with key stakeholders.

Decision making and problem solving

• Strong analytical skills and problem-solving ability
• Demonstrated ability to seek out information and break down problems and situations into components, options or alternatives.

Communication

• Strong story telling skills
• Strong written communication skills
• Able to communicate complex issues in concise and simple terms to a large range of audiences, with confidence and in appropriate formats (internal and external).
• Strong influencing and negotiation capability
• Strong ability to develop and maintain internal and external relationships

Planning, Organisation and Continuous Improvement

• Ability to identify opportunities for improvement and implement.
• Activity seek feedback on performance and take responsibility for own development.