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Customer Centred Design Lead

Project/Programme Management
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The primary focus of ACC’s Customer Centred Design Team is to service the design needs of the revised Injury Prevention (IP) strategies, priorities and customer experience initiatives and they are looking for three specialised human centred designers to support this.

Working across the business on key customer strategy work and human centred design challenges, you will conduct design research and ethnography to find latent needs, insights and opportunities for the business to meet customer needs. 

You will also scope and plan design challenges with internal Business Owners and agree on the deliverables via the commissioning of a Customer Centred Design work package.  Working with the Manager Customer Centred Design, you will develop and implement design methodologies and ensure policies, systems and processes are developed and utilised to provide best practise service design. You will also work closely with internal partners to meet multiple business needs and to ensure other design functions are connected and aligned.

You will also:
  • Facilitate or support facilitation of workshops and sprints as needed on design challenges

  • Communicate with internal business representatives at all levels by facilitating workshops, presenting and discussing designs, creating engaging deliverables, and delivering meaningful outcomes

  • Stakeholder engagement and management, across all levels in the organisation, to ensure buy-in and implementation

  • Travel in order to best engage with a variety of ACC customers, partners and business owners will be required

  • Develop internal capability in design thinking and human centred design methodologies and practices as a part of integrating this way of thinking into the culture of ACC.

To be successful, you will have

  • Significant experience in Human Centred Design, awareness of emerging trends, constant refinement and use of related skills (design research, synthesis, ideation, prototyping, testing, concept delivery, storytelling and other skills), and knowledge of a range case studies and organisational examples

  • Strong stakeholder engagement experience; ability to engage with a range of business representatives, especially with Executive and Business Owners

  • Change management experience, with exposure to tools and frameworks that support the planning and delivery of business change

  • The ability to engage in difficult conversations and negotiate where necessary

  • A strong portfolio that demonstrates your systematic and creative design thinking as well as a deep understanding of customer centred design best practice

  • A minimum of five years of design experience (in HCD, Interaction, UX/UI, or related design practices) with a strong record of leading projects

  • Excellent verbal and written communication skills with proven ability to effectively sell an idea based on its merit

  • Previous large project or transformation programme experience.

At ACC, we recognise that diversity, inclusion and accessibility are important to our business.  We embrace the unique perspectives and capabilities of our current and future employees, which will help us continue to drive innovation and achieve our business goals. Our culture enables us to create an environment of involvement, respect and connection with the communities where we work - benefitting individual employees and all our clients across New Zealand.


Applications will run through to 12 July 2019 but please note that if an ideal candidate is found during this time we will move forward with screening and interviewing sooner.  Applications will only be accepted when formally submitted through our ACC Career Website.


For further information, or to request a copy of the position description, please contact Sally Gould, Talent Acquisition Consultant, Sally.Gould@acc.co.nz.



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