Lead Senior CX Service Designer

Apply now Job no: 926858
Work type: Full-Time
Location: Melbourne

We’re passionate about nurturing careers.


We support new innovation and thinking, and openly collaborate and share new ideas. We're healthy and active in our lives and wellbeing is encouraged at every level.  Our people play an important role in the future of health and healthcare and we believe that working together, we're stronger.


About Us


Medibank is a leading private health insurer with 40 years of experience delivering better health to Australians. We look after the health cover needs of millions of customers and deliver a wide range of programs to support health and wellbeing in the community.

The Opportunity


As the Lead CX Designer, you will be responsible for the thought leadership of customer experience design solutions which align to the CX design strategy.  You will work closely with both the CX team and the broader design practice in developing and project managing customer experience projects and initiatives, while developing and mentoring junior designers.  You will frame business problems, lead design research, design definition, design and development in support of both our baseline and future state customer experiences. Above all, you will be an advocate for the customer and human centred design methodology for Medibank.


Key responsibilities include;

  • Deliver measureable initiatives and resolutions in line with the Customer Experience  and broader business strategy with key channel and distribution partners (internal and external)
  • Influence senior leaders to ensure customer centred outcomes
  • Facilitate workshops and using design thinking to support creative ways to break down complex problems and identify solutions and recommendations
  • Mentoring junior designers to develop HCD and customer experience skills
  • Ensure CX projects are linked to improvements in NPS and customer drivers



About You

To be successful, you will have extensive experience in applying human centred design to real business problems.  You maintain a deep knowledge of CX, design thinking and HCD industry trends and approaches and a track record of mentoring junior designers and providing direction on how design problems can be solved.

You are truly customer focussed with the ability to analyse and consolidate a broad range of data points to determine the big picture design solution. You are curious, creative and have excellent communication skills, ideally supported by a background in user experience, behavioural psychology, industrial design, graphic design or business improvement.



What We Offer


In return for your hard work we offer a range of great benefits, including subsidised private health insurance, travel insurance and pet insurance. Furthermore, we take the health and wellbeing of our employees seriously, offering flexible working conditions and encouraging wellbeing at all levels of life.

Medibank is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.

A Career at Medibank adds up to more. More achievement. More progress. More passion and more innovation for health.

For a career option that will suit you better, click to apply.


Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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