At AIA we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.
The opportunity:
As the CX & Service Design Manager, you'll play a key role in driving the design of consistent and exceptional experiences for AIA for our Customers, Partners and Employees (CX, PX & EX). You will help to drive the Enterprise Human Centered Design (HCD) Center of Excellence and maximum impact through continuously seeking to improve customer, partner and employee interactions, in pursuit of strategic goals and metrics.
This is a fantastic opportunity to embed our customer-led methodology for the design and delivery and to take CX to the next level to deliver measurable outcomes that enhance customer satisfaction, retention, and engagement.
This is a 12-month max term contract opportunity based in Melbourne.
To do this successfully you will:
Support the Senior Manager CX & Service Design to drive the development and articulation of the CX Vision, strategy and execution plans
Contribute to the AIAA Enterprise CX & Service Design Center of Excellence to ensure consistency of artefacts and that initiatives are underpinned by HCD methodology
Partner with Life, Health & Vitality to advocate and drive customer centricity at AIA, championing a customer-led approach
Lead the design of exceptional customer, partner and employee experiences through the creation of insight led current and future state end-to-end journey maps
Collaborate cross-functionally with business units, UX designers, SMEs, and technology teams to ensure solutions are desirable, viable and feasible
Facilitate co-design workshops and translate insights into actionable strategies that improve customer satisfaction, retention, and engagement
Support the CX Centre of Excellence, contributing to the development of our CX Playbook and artefact library
Successful applications will demonstrate:
Experience working in a senior operational role within CX design ideally with the insurance or financial services industry
The ability to lead without authority in highly matrix organization – virtual cross functional Customer Champion teams
Proven success in defining and operationalising Design Thinking & HCD and Jobs To Be Done methodology
Practical experience in one or more design disciplines (eg: Strategic Design, CX Design, Service Design or UX Design) and/or Business Process Analysis
A detail service design approach and the ability to deliver on this
Experience mapping journeys and delivering design for projects
The ability to work on detailed service design including back-end system implementation (considering people, process & technology) in the services sector
Experience supporting definition of business requirements for technology project implementation
Proven experience working with stakeholders at all levels of the organisation and the ability to influence to achieve outcomes
Why choose AIA:
At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.
Access our training and development to build on your current skills
Career development through internal mobility opportunities
Work for a business helping millions of Australians and make a difference to someone’s life everyday
Access additional leave days a year to recharge and refresh yourself
Enjoy wonderful Health and Wellbeing initiatives that support you
Work with supportive and inclusive managers
At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.
Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year.
AIA is different. Are you?
If you want to be part of an organisation that helps people live better every single day, apply via the link.