HCF - Details - Experience Designer
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Experience Designer

Apply Now Job no: 501794
Work type: Secondment
Location: Sydney CBD

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.7 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

About the role

The role of Experience Designer is to support the design of end-to-end customer desirability driven solutions as part of HCF’s member experience transformation. The role involves working collaboratively with the experience design team and with stakeholders from across the business to design concepts and experiences that address opportunities and gaps in digital and non-digital channels, and to deliver business value. The role will support advocacy for member experience and member centricity across the organisation.

Key responsibilities

  • Identify insights from existing member and consumer research, internal service metrics and market analysis
  • Analyse current state experiences within existing products and services to define problems and identify root causes
  • Lead or participate in quantitative and qualitative customer research to understand customer behaviours, pain points and needs (e.g. data analysis, field observation, surveys, interviews etc.)
  • Communicate and present research and design insights to stakeholders
  • Collaborate with business, experts and customers to identify evidence-based opportunities that improve customer experience and deliver business value
  • Co-create and inform fit-for-purpose solutions and future experiences that are desirable for members and align to business viability and feasibility
  • Develop and test concepts that align to member needs and alleviate issues
  • Assist with prototyping of the concepts with delivery teams and design the experience around them
  • Communicate and visualise using appropriate techniques including concepts, customer journeys, service design blueprints, infographics
  • Identify key organisational impacts of concepts and experiences - process, people and technology - working with key stakeholders

About you

To be successful in this role, you will demonstrate the following qualifications, experience and skills:

  • Experience in service design (~2 years), undertaking streams of work for a consulting firm or medium to large sized business
  • Expertise in design software (e.g. Sketch, Adobe, and Invision)
  • Awareness of and experience in the use of human-centred design methodologies and design thinking approaches
  • Ability to reference and apply data from key artefacts to define problems and create solutions
  • Excellent written and oral communications skills
  • Ability to visualise, simplify and communicate concepts/ideas through appropriate design artefacts
  • Highly organised and excellent time management skills
  • Can do attitude and solution focus
  • Experience participating in design practices such as:
    • User research
    • Data collection
    • Synthesis of insights
    • Concepting and prototyping (lo-fidelity)
    • Future visioning
    • Prioritisation (DVF)



Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people. We’re all about  creating a fantastic people experience, guided by our values, so that we can in turn better deliver for our members. We work with our people to create a work experience that is inclusive, supportive, safe and respectful so we can do the best for our members.

Come and join our HCF team!


  • Up to 50% discount on health cover, pet & travel insurance
  • Flexible work arrangements
  • Family & Friends day
  • Organisational wide Recognition & Rewards program
  • Generous Parental Leave Scheme
  • Certified Family Friendly Workplace
  • Health & Wellbeing Initiatives

A career with us – How to Apply

Please check out our website at https://www.hcf.com.au/about-us/careers

HCF is committed to creating a diverse and inclusive workplace.  All suitably qualified applicants will receive equal and fair consideration for employment. Applicants who identify as Aboriginal and/or Torres Strait Islander are actively encouraged to apply.  All potentially successful candidates will be required to complete background checks which will include a police clearance prior to confirmation of employment

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