Senior CX Designer - AI Hub

About the role

Medibank is hiring a Senior CX Designer for its AI Hub on a 12-month fixed-term contract. You will lead end-to-end customer experience and service design across digital, assisted and emerging AI-enabled experiences, helping customers discover, understand and choose the company's products and services. The role works across Product, Marketing, Sales, Technology, Data and Customer teams.

Key responsibilities

• Lead end-to-end CX and service design across customer acquisition journeys
• Identify customer needs, pain points and opportunities using research, analytics and stakeholder insights
• Develop future-state customer journeys, service blueprints, concepts and prototypes
• Explore how digital, human and AI-enabled experiences can work together
• Lead customer research, testing and collaborative workshops
• Partner with cross-functional teams to turn insights into practical experience improvements
• Use customer and business metrics to measure outcomes and find areas for improvement
• Champion accessible, inclusive and customer-centred design

Required profile

• Experienced CX or service designer able to move between strategy and hands-on delivery
• 5+ years' experience in CX and/or service design
• Experience leading complex strategic design projects end to end and influencing business change
• Experience in healthcare or health insurance, or on AI acquisition initiatives, is highly regarded

Required skills

• Customer research, analysis, testing and prototyping
• Workshop facilitation and stakeholder engagement with senior leaders and frontline teams
• Excellent communication and collaboration skills