JOB  SUMMARY

Key Responsibilities

• Lead discovery and design activities across CRM transformation initiatives
• Facilitate workshops, stakeholder engagement sessions, and user research activities
• Develop customer journeys, personas, service blueprints, and future-state experiences
• Apply human-centred design and design thinking methodologies to solve business and customer challenges
• Analyse customer feedback, research, and operational data to identify opportunities for improvement
• Support prototyping, testing, validation, and implementation activities
• Collaborate with business, operational, risk, policy, legal, and delivery stakeholders
• Support business readiness, adoption, and go-live activities
• Maintain key design artefacts and documentation
• Contribute to continuous improvement and CRM enhancement initiatives

About You

You are a customer-focused design professional who enjoys solving complex problems and influencing outcomes across large organisations.

You will bring:

• Experience in Customer Experience, Service Design, UX, Human-Centred Design, or Continuous Improvement roles
• Strong experience leading discovery and design activities from concept through to implementation
• Workshop facilitation, stakeholder engagement, and customer research experience
• Proven ability to create customer journeys, personas, service blueprints, and future-state designs
• Strong analytical, problem-solving, and insight-generation capabilities
• Experience applying Design Thinking, Human-Centred Design, Agile, Lean, or similar methodologies
• Excellent communication and stakeholder management skills
• Ability to work autonomously while collaborating across multidisciplinary teams

Highly Desirable

• Experience supporting CRM transformation or CRM platform implementations
• Exposure to Salesforce, Dynamics CRM, or similar enterprise CRM platforms
• Experience working within large-scale transformation programs
• Experience in Health Insurance, Financial Services, Healthcare, Retail, Telecommunications, or other customer-focused industries
• Knowledge of change management and business readiness practices

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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