Lead Service Designer

  • Sydney CBD, NSW, Australia
  • Permanent
  • Permanent full-time position & flexible work arrangements
  • Sydney-CBD location with harbour views close to Barangaroo
  • Base salary starts at 134k plus super & company benefits listed below

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 329,000 NSW businesses and 202 NSW Government agencies. We protect around 90 per cent of public and private sector workers in NSW – that's approximately 3.2 million people. icare is a trusted risk advisor to the NSW Government, protecting over $266.6 billion of the state's most iconic assets, including the Sydney Opera House and the Sydney Harbour Bridge.

The opportunity:

In the role, you will bring human centred design skills and thinking to support and guide the definition of the desired customer experience and to develop and implement strategies to achieve this outcome. It’s an exciting environment where no two days are the same, but on a typical day you might find yourself:

  • Advising and guiding the business on the development of in-house human centred design capability and projects.
  • Designing and implementing strategies to enhance customer experience at key service points and ensuring their integration into the procedures and systems applied in each customer interaction.
  • Researching, developing, implementing and leading design projects from concept through to delivery that support and enhance customer experience.
  • Develop tools that best tell the story of uncovered insights, aimed at helping stakeholders of different seniorities make evidence-based decisions for changed ways of working and technology implementation.

Your story so far:

  • Tertiary qualification at degree level in marketing or other relevant field, or equivalent knowledge and skills acquired through extensive practical experience.
  • A broad range of experience in human centred and service design, and in leading design initiatives preferably in the telecommunications, finance or insurance industry or with a Top Tier consulting firm.
  • Strong leadership, relationship management and interpersonal skills with the ability to tailor communications and approach to the specific stakeholder.

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
  • Comprehensive learning and development support 
  • A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health check programs
  • 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: talentacquisition@icare.nsw.gov.au

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, including temporary, term or ongoing roles, over the next 18 months.


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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