The Opportunity:

AIA is currently seeking a Senior Experience Designer to partner with our business and technology teams to deliver AIA’s Enterprise Digital objectives and Future Fit vision through high quality, end to end UX and UI design across digital products, channels and services. This role will work as part of a project for nine months to ensure that we can continue to meet the needs of our growing customer base, through leveraging automation and AI.

The work that you will be involved in is centered on simplifying processes, removing unnecessary complexity, and making it easier for customers to access the services they need. We're accelerating service delivery through smarter ways of working and increased automation of high-volume tasks where human interaction isn't required. By creating greater efficiency across our operations, we're building the capacity to support significant future growth while enabling our teams to focus on the moments that matter most for our customers.

This is a nine month contingent contract based in Melbourne.

To do this successfully you will:

• Set and lead experience strategy at scale, defining end to end experience direction across complex journeys and portfolios, translating enterprise strategy into cohesive, future focused experience frameworks that balance customer needs, commercial outcomes and regulatory requirements.
• Provide senior craft and design leadership, owning the quality, usability, accessibility and coherence of UX and UI outcomes, resolving complex design problems, setting clear experience guardrails, and remaining hands on to ensure high standards of execution.
• Influence priorities and collaboration across the organisation, partnering with CX, Digital Product, Technology and senior stakeholders to shape experience roadmaps, influence backlog prioritisation, and guide informed tradeoffs based on customer value, risk and business impact.
• Champion system thinking, design governance and accessibility, embedding and governing the Group Design System, driving accessibility maturity beyond compliance, identifying reusable patterns, and ensuring consistent, scalable experiences across markets and channels.
• Drive evidence led outcomes and design practice maturity, using insights, validation and performance measures to reduce experience risk, improve customer and business outcomes at scale, while uplifting the Design Practice through leadership, coaching, and continuous improvement of standards and ways of working.

Successful applications will demonstrate:

• A tertiary qualification, or equivalent formal education, in design, psychology, business, technology or IT, with a strong grounding in human centred digital disciplines
• Extensive experience across UX, UI and user research within complex digital product or service environments
• Demonstrated expertise in experience strategy and end to end design, including the ability to define, govern and evolve customer journeys across multiple touchpoints and channels
• Strong hands on design capability across web, responsive and mobile platforms, with exceptional attention to usability, accessibility, consistency and visual quality
• Proven ability to integrate user research, data and insights into experience direction and design decisions, translating complex problems into clear, scalable solutions using design systems
• Solid experience working in Agile environments, partnering closely with CX, Digital Product and Technology teams to deliver cohesive omnichannel experiences, ideally within regulated or complex domains
• Previous experience working with AI automation to leverage an uplift in process. This will support AIA to meet the needs of our growing customer base.

Why choose AIA:

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.

AIA is different. Are you?

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