YOU’RE ONLY HUMAN.

It’s a strange thing to say, because us humans are capable of incredible things. And at Medibank, we know our greatest potential lies in the people who work with us.
We strive to make real, fundamental change, driven by a simple purpose: to create the best health and wellbeing for all of Australia.
We are seeking an experienced and customer-obsessed Senior CX Designer to help drive Medibank’s brand promise of unlocking human potential. In this permanent role, you will be focused on our private health insurance offering, helping us define our insurance products, retain and attract members, and help members and front-line teams have the right conversations to ensure members get the most out of their products.
Using Human human-centred design principles and design thinking, this role will lead strategic design projects end to end to define future state customer experiences for exploration and service customer journeys by defining clear value propositions, service design and experience design.
This role will be pivotal in delivering CX and service design outcomes to a core set of projects in the PHI space. You will also be responsible for driving the customer-centric approach with specific delivery teams and for the interconnection between the specific deliveries.

Day to day this role will see you:

• Decide if your day is best spent working from home or the office. We don’t go for mandated office attendance here at Medibank, but we will need you to come along to team days and events when they’re on.
• Apply human-centred design techniques including customer research, analysis, testing and prototyping solutions to co-create future-state customer experiences.
• Contribute to the strategy of the business and other teams – for example, marketing, brand, digital and proposition.
• Work collaboratively with cross-functional stakeholders through the design process end-to-end.
• Lead the planning and facilitation of workshops (including with customers, agencies and internal stakeholders) that are engaging and productive whilst driving focussed outcomes.
• Grow the capability of stakeholders and peers in customer-centric thinking and behaviours.
• Sizing and prioritising opportunities for potential customer and commercial impact.
• Take some time to recharge your batteries and encourage others to do the same – you might grab a takeaway coffee and head out for a walking one -on-one with a team member, get to the gym for a lunchtime class or block out calendar time to attend your child’s school assembly.

What about you?
This role would be a perfect match for an experienced and autonomous Senior CX Designer with a strong track record of creating personalised multi-channel customer experiences to achieve customer and commercial outcomes. Ideally, you will have developed your corporate career in role/s within the service industry (think banks, telco, utilities).
You’ll work with a range of stakeholders up to the exec level so it’s critical that you can form solid, constructive working relationships. You won’t have any direct staff management responsibilities but your indirect leadership and influencing skills will be critical for success, along with your ability to lead complex strategic design projects to an end.

• Decide if your day is best spent working from home or the office. We don’t go for mandated office attendance here at Medibank, but we will need you to come along to team days and events when they’re on.
• Apply human-centred design techniques including customer research, analysis, testing and prototyping solutions to co-create future-state customer experiences.
• Contribute to the strategy of the business and other teams – for example, marketing, brand, digital and proposition.
• Work collaboratively with cross-functional stakeholders through the design process end-to-end.
• Lead the planning and facilitation of workshops (including with customers, agencies and internal stakeholders) that are engaging and productive whilst driving focussed outcomes.
• Grow the capability of stakeholders and peers in customer-centric thinking and behaviours.
• Sizing and prioritising opportunities for potential customer and commercial impact.
• Take some time to recharge your batteries and encourage others to do the same – you might grab a takeaway coffee and head out for a walking one -on-one with a team member, get to the gym for a lunchtime class or block out calendar time to attend your child’s school assembly