CX Design Manager

  • Sydney CBD, NSW, Australia
  • Permanent
  • Deliver superior customer outcomes in Workers Compensation at icare!
  • Permanent, Full-time opportunity, Sydney CBD location
  • Hybrid working environment, attractive salary

We care for the people of NSW, building confidence and trust so our communities can thrive. We make the complex simple, so our schemes deliver better outcomes for people and communities. Whether a person is severely injured in the workplace or on our roads, icare supports their long-term care needs to improve quality of life, including helping people return to work. 

We insure over 326,000 NSW businesses and 202 NSW Government agencies. We protect around 90 per cent of public and private sector workers in NSW – that's approximately 4 million people. icare is a trusted risk advisor to the NSW Government, protecting over $228 billion of the state's most iconic assets, including the Sydney Opera House and the Sydney Harbour Bridge.

The opportunity:

Build relationships with senior leadership across the workers’ compensation business to proactively educate the business about human centred design and ensure that Customer Experience is engaged at the right time on key strategic initiatives.

It’s an exciting time at icare where no two days are the same; as a Customer Experience Design Manager you will:

  • Build, manage and develop a team of customer experience designers within icare’s workers compensation business.
  • Scope, lead, and deliver customer experience design work targeted at improving the workers compensation system within NSW
  • Operate within a complex internal and external stakeholder environment. Communicate transparently and effectively with people from a variety of backgrounds and with diverse interests.
  • Coordinate and complete complex qualitative research with (often vulnerable) customers. Collect and use data to advise project teams and senior stakeholders on initiatives to improve outcomes for injured workers and employers within NSW.
  • Promote the benefits of human centred design and collaboration between CX Design and other business units, ensuring CX Design has representation on critical projects.
  • Participate within a community of practice with other CX Designers from other icare business lines, facilitate knowledge sharing, and work towards a shared icare CX design language.

Your story so far:

  • Extensive (4-5 years) practical experience in a relevant design field and leadership experience at least 1 year
  • An expert understanding of human centred design methodologies and activities
  • Strong workshop facilitation and influencing skills
  • Excellent negotiation and stakeholder management skills
  • Experience working at both a strategic and implementation design level

What we offer:

We know our strength comes from the diversity of our people and so we want people with different experiences and backgrounds to apply. We recognise the importance of balance and flexibility and understand that it’s not a one size fits all approach.

icare provides career opportunities and great employee benefits, including:  

  • Flexible working arrangements to help you balance work and life
  • A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
  • Comprehensive learning and development support 
  • Our People Awards - On-the-spot Recognition, Quarterly Values Awards & Our People Annual Awards
  • Access to our Employee Assistance Program
  • icare day – access to an extra day’s leave
  • 17.5% annual leave loading 

If you think you’re the right person for this role, please apply now. Don’t delay as we’re assessing applications as they are received.

icare recognise the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If there are any accessibility adjustments you need to help you be able to apply for this role, please contact us at:

Please note that you must be an Australian citizen, permanent resident of Australia, New Zealand citizen with a current New Zealand passport or have unrestricted working rights to apply for this role.

  • icare is the brand of Insurance & Care NSW
  • For more information about icare visit our website
  • icare operates a direct sourcing model so no agency introductions will be accepted
  • We are a 2022 Circle Back Initiative Employer – we commit to respond to every applicant
  • A talent pool may be created through this recruitment process. A talent pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles.

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icare acknowledges First Nations peoples as the Traditional Custodians of the land and acknowledges and pays respect to their Elders, past and present