Customer Experience Designer - Group Customer Experience & Innovation NSW

at  Avant

About Avant
Avant is Australia’s leading medical defence organisation with a proud heritage of protecting Australian medical professionals for over 125 years.
Avant now represents 80,000 health practitioners and medical students across every state and territory, delivering market leading products and services to meet their professional, personal and practice needs. Building on this heritage, our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers.
As a mutual organisation, owned by members and run purely for their benefit, our members are at the centre of all we do. As well as providing products and services to our member, we play a broader community role by advocating for improvements in the healthcare system and in quality, safety and professionalism in medicine, through delivering education and research activities.

SKILLS AND EXPERIENCE REQUIRED:

• Previous experience in a similar role where you’ve been involved in creating customer journey maps, implementing a human-centred design program and uplifting CX design capability.
• Strong stakeholder engagement skills.
• Ability to derive insights from data.
• Problem solving and innovative thinking skills balanced with pragmatism.
  At Avant, our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference, learn, and grow in your career.
  For further information, please contact Sue Allen, Talent Acquisition Business Partner on 0429 404 856.
  Why work at Avant?
  At Avant, our people are the centre of everything we do for our members. We offer a range of benefits and opportunities to enable you to make a difference, learn, and grow in your career.
  We value our people by offering an inclusive workplace with a diverse range of benefits, flexible working options, career development, and internal mobility opportunities. Our flexible working arrangements are designed to enable genuine work-life balance.
  Your development is our priority and we have a variety of learning and development programs that will support you in your career.
  We offer support to our people via Employee Assistance Program (EAP), Health and Wellbeing programs, Tertiary Education Sponsorship and Support.
  We have a diverse and connected work environment where your contribution and ideas will be valued and respected and make a real difference to the lives of others.
  For further information, please contact our Careers team at careers@avant.org.au.
  Please note: Avant Mutual is a vaccinated employer. Prior to the commencement of your employment by Avant, you are required to be fully vaccinated against the Covid-19 virus or have a medical certificate stating that you cannot receive a Covid-19 vaccination for valid medical reasons

ABOUT THE ROLE:

The Customer Experience team is responsible for leading our Group CX strategy and supporting the business to implement it. Central to this strategy is creating and embedding a united method of placing the member at the centre of experience and supporting the business to transition away from a product-centric approach to engaging with our members and customers, to one which is more Member-focused.
The Group Customer Experience Designer will fulfil a vital function in improving Avant’s technical expertise in the design and integration of human-centred experiences, and creating consistent and desired experiences for the customers of Avant Mutual.
In addition, the focus of the role will be to create and build the capability for CX Design, including increasing awareness as to the purpose and value of designing experiences in a consistent ‘Avant way.’ This will involve understanding customer expectations, stakeholder requirements, project operations, and benefit realisation matrices.

KEY RESPONSIBILITIES:

• Working with business stakeholders to create tailored customer experiences for Avant projects.
• Recommending and utilising CX tools and processes.
• Determining applicability for tools and training for the Group, including creating programs of work to embed these tools into the Avant ecosystem and increase stakeholder capability.
• Operating within the Group Customer and Strategy team as the defining voice of the ‘Avant’ experience.
• And participating within the Customer Experience team as the defining voice of desired experience, primarily through tailored utilisation of the Service Charter framework.