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Senior Service Designer (9-Month Fixed-Term Contract)



At IAG, we live and work by our purpose to make your world a safer place. We are motivated by a unique culture that celebrates honesty, creativity, empathy, equity and collaboration. We call it the IAG way, and it means we all share a ‘ready for anything’ mindset that sets the tone for positive actions and positive outcomes. We put heart into everything we do which guides us to create amazing things for our customers, our people and our communities. 


We’re brimming with ideas, ambition and a readiness to apply bold thinking and risk awareness to make a difference where it matters most.

As the largest general insurance group in Australia and New Zealand, we own some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI. We are ready for anything.


The Role:


IAG is looking for a Senior Service Designer to join their Service Design team in Customer & Analytics on a 9-month fixed-term contract! As a Senior Service Designer, this senior role will provide you with the opportunity to be both strategic and hands on, with responsibility for leading and managing the delivery of strategic and service design projects across IAG.


You will be bringing to life our products and services and supporting the ongoing evolution of our existing business needs and leading the end to end experiences of our Direct Insurance products. You will be working with a team of designers in collaboration with business, channel and product experts across all IAG’s brands.


In this role you will:


  • Work across our brands from innovation to BAU projects supported by a team of cross-discipline designers  
  • Use human centred and evidence-based design methodologies and tools to create, anticipate and deliver customer and business value through human experiences 
  • Use customer insights to drive and guide the development of new offerings, anticipate customer needs to build original hypotheses that offer to exceed customer expectations
  • Direct teams on multiple projects around customer experience, using human-centred and participatory design methods to facilitate service improvement and new service design efforts
  • Be responsible for connecting the dots between customer needs, technology, business and design

What are we looking for?


  • Someone with demonstrated experience as a Senior Service Designer, CX, Design Researcher or similar
  • An ability to show knowledge in planning, delivery and implementation of CX design methods, insights, workshop facilitation, ideation, prototyping, journey mapping and recommendations
  • Be a champion and coach high quality design practice and theory to evolve design maturity at IAG and within the design team
  • You can identify, frame and challenge design problems, collaborating with the business, experts and customers to identify evidence-based opportunities that improve customer experience and deliver business value
  • You are a storyteller, translating and communicating ideas and recommendations in way that articulates the value, relevance and impact of using design


Ready for anything? Let’s talk.


Start your career journey with us and click 'Apply'! Applications close on 21/04/21


IAG rewards and recognises its people with generous benefits, career development opportunities and real work-life balance. Employees also enjoy 13% superannuation, up to 50% insurance discounts, flexible work and leave options, generous parental leave and return to work programs, various corporate partner discounts and a people-focused culture that celebrates achievements big and small.


Creating a workforce that actively embraces diversity, inclusion and a sense of belonging is key to our success. We believe in treating everyone fairly which means that inclusion, removing barriers, striving for equity and embracing diversity are woven through our values and behaviors.  We encourage applications from all backgrounds and communities and are committed to providing a work environment that enables you to thrive, whatever your circumstances. If we can provide support with access requirements, alternative work arrangements please advise us via your application.


IAG has committed to the reconciliation movement in Australia for First Nations people and focus on providing a safe and supportive work environment for all our employees. More information on our Reconciliation Action Plan can be found on our company website.