CX Design and Journey Management Lead at IAG AUS

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

20 Dec, 25

Salary

0.0

Posted On

21 Sep, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Human-Centred Design, CX Design, Service Design, Customer Journeys, Service Design Blueprints, Value Proposition Canvases, Facilitation, Storytelling, Data Analysis, Communication, Collaboration, Time Management, Proactive Mindset, Learning, Growth

Industry

Insurance

Description

Help shape the future as a CX Design and Journey Management Lead Join the largest general insurance group in Australia and Aotearoa New Zealand. We’re a top-tier ASX-listed company helping to make the world a safer place through creating a stronger and more resilient business and enabling our portfolio of iconic insurance brands. Your Role Are you ready to shape the future of customer experience in commercial insurance? We’re building a new team that puts customers at the heart of everything we do - driving business transformation and growth through insight-led design and strategic innovation. We’re looking for a CX Design and Journey Management Lead to establish and build our CX/Service design capability and journey management practice. This is a unique opportunity to deliver real impact by developing a team of passionate designers and work across our two brands (CGU and WFI) to deliver differentiated experiences that matter. This is a permanent position, and we welcome candidates based in Gadigal Country (Darling Park 2, Sydney) and Naarm (Melbourne). We offer flexible working arrangements with a mix of work from home and office. About the role As the Lead, you’ll: Champion customer-first design across products, services, and experiences. Establish and lead a team of experience design professionals to deliver innovative, customer-informed solutions. Develop and maintain customer journey visions aligned to business priorities. Collaborate with stakeholders to ensure design efforts support feasible and viable outcomes. Translate insights into compelling customer journeys, service models and transformative digital experiences. Partner with the CX & Marketing team, Service, Operations, Process Excellence, Technology and Business Owner teams to ensure effective communication & execution of customer initiatives Own and manage our customer journey framework and toolkit as part of a community of practice across the IAG Group. Drive continuous improvement through research, experimentation, and storytelling. What You’ll Bring 7+ years in human-centred design (HCD), with experience in B2B and/or B2B2B environments preferred. Expertise in CX/service design methodologies, including customer journeys, service design blueprints and value proposition canvases. Strong facilitation, storytelling, and future visioning capabilities. Proven ability to prioritise insights using data and metrics to inform prioritisation an innovation. A tertiary qualification in design or a related field. Exceptional communication, collaboration, and time management skills. A proactive mindset and passion for learning and growth. Applications close on Friday 26 September 2025 at 23:59pm AEDT. Joining IAG, you’ll have access to a raft of benefits from across the Group: Boosted superannuation with 13% as standard Up to 50% off personal insurance, including home and motor insurance 5 myLeave days per year on top of annual leave Work from home and many more flexibility options with myFlex Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers A certified Family Inclusive WorkplaceTM *employment type eligibility criteria apply ABOUT US As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees. We’re ready for you. Apply today. Learn more about who IAG is here.

Responsibilities

As the Lead, you will champion customer-first design across products and services while establishing a team of experience design professionals. You will collaborate with stakeholders to translate insights into compelling customer journeys and drive continuous improvement.