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 looking for an experienced and customer-obsessed Senior CX Designer to help drive Medibank’s brand promise of unlocking human potential, this role will be focussed on our efforts in the mental health space.
Using Human Centred Design principles and design thinking, this permanent role will lead strategic design projects end to end to define future state customer experience across both specific health programs and the navigation between services through defining clear value propositions, service design and experience design.
This role will be pivotal in developing innovative health solutions and interactions across omnichannel experiences, and in turn to Medibank’s current and future customers, ultimately improving the quality of lives.

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.
• Develop and implement improvement pipelines and new initiatives for multi-channel health programs that translate customer problems into business and technical outcomes and deliver to 2030 vision.
• Collect data and insights on both the customer experience and the internal operations of our health services.
• Coordinate alignment between operations, marketing, and business stakeholders to accelerate enrolments into health programs and deliver market-leading customer experiences.
• 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 to 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) and have a genuine passion for health and wellbeing.
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.
• Develop and implement improvement pipelines and new initiatives for multi-channel health programs that translate customer problems into business and technical outcomes and deliver to 2030 vision.
• Collect data and insights on both the customer experience and the internal operations of our health services.
• Coordinate alignment between operations, marketing, and business stakeholders to accelerate enrolments into health programs and deliver market-leading customer experiences.
• 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 to your child’s school assembly