Drive customer, partner, and employee-centric design across AIA.
Lead the end-to-end design process, from research and insights through to testing and implementation.
Create seamless and impactful experiences by connecting people, processes, and technology.
Champion customer-centric thinking and translate customer insights into impactful experience improvements.
Develop customer journey maps, service blueprints, and future-state experiences that identify pain points and enhance interactions.
Facilitate cross-functional collaboration to deliver solutions balancing customer needs and business objectives.
Influence and engage stakeholders to embed CX best practices and drive strategic initiatives.

5+ years' experience in Customer Experience, Service Design, Customer Strategy, Digital, Marketing, or a related operational leadership role, with a strong customer-centric focus.
Proven expertise in Human-Centred Design (HCD), Design Thinking, and Jobs to Be Done methodologies, with the ability to translate customer insights into meaningful outcomes.
Strong experience in CX, Service Design, UX Design, Strategic Design, or Business Process Improvement, with a track record of delivering measurable customer and business improvements.
Exceptional stakeholder management and influencing skills, with experience leading cross-functional initiatives and driving outcomes within complex, matrix organisations.
Demonstrated capability in customer research, journey mapping, insight generation, and workshop facilitation, ideally gained within financial services, insurance, or other complex service environments.

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
Flexible working arrangement – 3 days in office and 2 days WFH

CX & Service Design Manager

Key skills