Description At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members. Your New Role Journey Designers are integral members of our Member Experience and Marketing team. They collaborate with operations and channel teams, including contact centers and digital products, to map out comprehensive journeys, encompassing processes and systems. Their primary objective is to identify pain points and opportunities, thereby designing strategic ideal future states. Focusing on member needs, Journey Designers establish close working relationships with Customer Experience Specialists and UX Designers. Together they leverage insights to conceive and design new, enhanced experiences. Other key responsibilities include but are not limited to Deeply understand the context and strategic intent around segments, journeys and channels to provide meaningful recommendations on journeys and experiences. Advocate for the member experience in cross-member forums and employ Human Centred Design (HCD) practices to ensure the business is solving the right problems Design and conduct qualitative research with members to identify user behaviours, needs and motivations Create personas and develop user journeys to inform the future state design and processes Assess and create customer journey maps and Service Blueprints of the current and future state, including front stage, backstage, all customer touch points and supporting business processes Collaborate closely with stakeholders to understand business needs, user needs and design requirements Facilitate HCD/Design thinking workshops with users to explore future service processes and experiences What You’ll Need Solid experience in Service Design within a complex matrixed organisation Significant experience in producing Service Blueprints, Journey maps and wireframes Qualifications in human centred design, service design or a related field Experience working in Figma to create user flows and low fidelity wireframes Ability to design and conduct qualitative research and translate insights into actionable improvements Proven experience designing and facilitating Design Thinking & HCD workshops Ability influence colleagues to have the member experience at the heart of their thinking around new work and initiatives Life at AustralianSuper AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you. We cultivate a workplace that champions safety, respect, inclusiveness and diversity. We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know. What’s Next Apply now, if you share our values of Energy, Integrity, Generosity of Spirit and Excellent Outcomes and would like the opportunity to work in a challenging, growing and rapidly evolving team to deliver outstanding results. Australian or New Zealand citizenship or Australian permanent residency status is required. https://www.australiansuper.com/careers/candidate-privacy-notice Agencies please note: this vacancy is being managed directly by AustralianSuper’s Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you.