Service Designer at Suncorp Group

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

17 Aug, 26

Salary

0.0

Posted On

19 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Human-Centred Design, Root Cause Analysis, Journey Management, Service Blueprinting, Journey Mapping, Qualitative Research, Quantitative Research, Stakeholder Management, Workshop Facilitation, Systems Thinking, Problem Framing, Storytelling, Service Design, Customer Experience Design, UX Design, Strategic Thinking

Industry

Insurance

Description

Service Designer - 12-Month Fixed Term Contract * Location: Sydney, Melbourne or Brisbane * Function: Consumer – Brand & Customer Experience About the role We’re looking for an experienced Service Designer who specialises in human-centred design (HCD), with a strong focus on root cause analysis and journey management. In this role, you’ll work on complex discovery and problem-definition initiatives across insurance services—particularly where customer experience, operational constraints, risk, and regulation intersect. You’ll play a key role in helping teams deeply understand why problems exist and shaping meaningful, evidence-based solutions. You’ll be trusted to operate autonomously, engage senior stakeholders, and guide cross-functional teams to uncover systemic issues across claims, servicing, digital channels and end-to-end journeys—especially during moments that matter most to customers. Key responsibilities * Lead end-to-end human-centred design and root cause analysis across complex service environments * Define and bring clarity to ambiguous problem spaces using insight and evidence * Conduct and synthesise qualitative and quantitative research (customer interviews, frontline insights, journey mapping, service blueprinting, observation) * Identify systemic issues by combining customer insight, operational data, risk considerations and lived experience * Map complex services to uncover breakdowns, handoffs and capability gaps * Facilitate high-impact workshops with senior leaders and cross-functional teams * Translate insights into clear problem statements, design principles and prioritised opportunities * Partner with product, claims, technology, data, legal, compliance and operations teams * Produce high-quality artefacts that influence decisions at project, portfolio and system levels * Advocate for customer needs, employee experience, accessibility and vulnerability considerations * Provide design leadership and coaching to uplift service design capability across teams About you You are a collaborative, systems thinker who thrives in complex environments and is passionate about improving customer experiences through evidence-based design. Experience * Proven experience as a Service Designer, CX Designer, UX Designer or similar * Strong expertise in human-centred design and root cause analysis * Experience in large, regulated organisations (insurance or financial services highly regarded) * Demonstrated ability to influence senior stakeholders * Confidence leading discovery and problem framing for high-impact initiatives * Ability to simplify complexity and communicate effectively with diverse audiences * Strong storytelling skills across visual, written and verbal formats * Comfortable working with ambiguity, competing priorities and regulatory constraints Key capabilities * Deep understanding of service design and customer experience delivery * Strong analytical and problem-solving skills, with a strategic mindset * Ability to influence, negotiate and build strong stakeholder relationships * Effective communicator—able to translate complex ideas into clear, actionable insights * Skilled in planning, prioritisation and managing multiple initiatives * A continuous improvement mindset with a focus on delivering high-quality outcomes What success looks like * Complex customer and operational challenges are understood at a root-cause level * Decision-making is grounded in customer insight, frontline realities and evidence * Solutions reflect a clear understanding of constraints, risk and impact * Services become safer, clearer and more human, particularly for vulnerable customers * Service design capability and maturity grow across the organisation Why join us? * Work on meaningful problems that impact customers at critical moments * Collaborate with senior leaders and cross-functional teams * Help shape and uplift service design capability at scale * Flexible ways of working, with support for where, when and how you work (where business needs permit) What we can offer you: * Discounts and offers on a range of insurance products * A range of flexible working and leave options * Invest in your brighter future with ongoing study support and career development programs. * Give back to our communities with payroll giving, donation matching and paid volunteer leave. * Prioritise your work/life balance with our robust employee assistance program and dedicated employee council. Employee benefits | Suncorp Group [https://www.suncorpgroup.com.au/careers/benefits] At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.

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Responsibilities

Lead end-to-end human-centred design and root cause analysis to solve complex service challenges within insurance. Collaborate with cross-functional teams to translate customer insights into evidence-based solutions and high-quality design artefacts.