Sydney, CBD

• Build and manage effective relationships with key stakeholders
• Permanent role (Sydney CBD, hybrid 3 days a week in office), salary from $149,739 + super
• Access to our Employee Assistance Program

About the Role

The Lead Service Designer partners with stakeholders to inform and advise business leaders/general managers in each of the schemes on actions to support enhanced customer outcomes and ensure these are aligned with icare’s customer experience objectives.

Benefits

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
• Comprehensive learning and development support aligned to icare’s Core Capabilities.
• Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
• Access to our Employee Assistance Program

Duties

It’s an exciting time at icare where no two days are the same; as Lead Service Designer you will:

• Work with the schemes/service lines to design and define the superior customer experience that is desired and to embed this into business practice.
• Advise and guide the business on the changes which are required to achieve identified customer outcomes and ensure these effectively communicated in each of the service lines.
• Advise and guide the development of in-house human centred design capability and projects including the design of self-service digital experiences.
• Design and implement strategies to enhance customer experience at key service points (moments that matter) and ensure their integration into the procedures and systems applied in each customer interaction.
• Scope, research, develop, implement and lead, when required, design projects from concept through to delivery that support and enhance customer experience.
• Work in collaboration with other designers and support the growth and learning of less experienced designers

Skills & Experience

• Tertiary qualification at degree level in marketing or other relevant field, or equivalent knowledge and skills acquired through extensive practical experience
• A broad range of experience (five years plus) in customer experience design and leading design initiatives, preferably in Government, the telecommunications, finance or insurance industry or with a Top Tier consulting firm

Culture

We know our strength comes from the diversity of our people and would encourage people with different experiences and backgrounds to apply. We are committed to our people’s development so the people of NSW can thrive.

About the Company

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

• For more information about icare visit our website
• icare operates a direct sourcing model so no agency introductions will be accepted
• We are a Circle Back Initiative Employer – we commit to respond to every applicant
• A talent pool may be created through this recruitment process.

If you are an employee of icare please apply via Hugo to submit your application. We want to support you with the next step in your career.

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.