People Journey Designer

Service Experience / People Journey Designer - Major Insurance Organisation

• Contract Duration: 6-Month Contract
• Daily Rate: $900-$950 + Super per day
• Location: Sydney CBD - (Hybrid working)

We are seeking an experienced Service Experience / People Journey Designer to support a workforce-transition program within a large enterprise financial services environment. The role focusses on designing practical, evidence-based people journeys across reskilling, redeployment and career transition.
This position suits someone who works comfortably in ambiguous environments, can operate with limited direction, and can translate research into clear, usable design artefacts. This role suits a designer with strong behavioural insight who is focused on improving people's experiences and supporting change in an increasingly AI-enabled environment.

Key Responsibilities

• Conduct research to understand current processes, employee pain points and behavioural drivers.
• Develop personas, journey maps and supporting artefacts covering end-to-end people experiences.
• Identify opportunities for improvement and create actionable design principles, templates and patterns for internal teams.
• Validate journeys and concepts with relevant stakeholders and users.
• Work closely with learning, change, OD, HR and analytics teams to ensure recommendations are practical and aligned to delivery constraints.
• Produce clear documentation that can be understood and implemented by non-designers.

Required Experience

• Background in service design, journey mapping or people-experience design.
• Strong research capability, with the ability to select appropriate methods for unclear or evolving problem spaces.
• Ability to synthesise qualitative and quantitative insights into practical outcomes.
• Comfortable working independently while managing multiple workstreams.
• Experience communicating findings to varied audiences, including senior stakeholders.
• Experience working within agile or cross-functional delivery teams.

Desirable

• Familiarity with AI-enabled or emerging research methods.
• Experience in insurance, customer-facing service environments or contact-centre analytics.
• Experience building research repositories or supporting knowledge-management practices.

What to do Next?
If the above role aligns with your skills and experience, then please apply now and forward an updated resume to [email protected] for a confidential discussion.#2983469