CX & Service Design Manager

The CX & Service Design Manager is responsible for driving customer, partner, and employee-centric design across AIA. Leveraging Human-Centred Design (HCD) principles, this role leads the end-to-end design process, from research and insights through to testing and implementation, to create seamless and impactful experiences.

Working closely with stakeholders across the business, the role connects people, processes, and technology to deliver customer-led solutions that improve experiences, drive operational efficiencies, support customer retention, and contribute to AIA's strategic and business objectives.

• Lead the design and delivery of customer, partner, and employee experiences using Human-Centred Design (HCD) methodologies to drive meaningful business outcomes.
• Partner across Life, Health and Vitality business units to 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, improve key moments that matter, and enhance end-to-end interactions.
• Facilitate cross-functional collaboration to connect people, processes, and technology, delivering solutions that balance customer needs, business objectives, and technical feasibility.
• Influence and engage stakeholders at all levels to embed CX best practices, drive strategic initiatives, and deliver measurable improvements in customer satisfaction, retention, and operational efficiency.

• 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.

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

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.

If you want to be part of an organisation that helps people live better every single day, apply via the link.