Duration: 6-month Maximum Term Contract (potential to extend)
About Avant
Avant is Australia's leading medical defence organisation, proudly supporting medical professionals for over 130 years. With more than 90,000 members, including health practitioners and medical students across every state and territory, we provide trusted, market-leading products and services tailored to our members' professional, personal, and practice needs.
As a mutual organisation owned by our members, they are at the centre of everything we do. Beyond our core offerings, we advocate for improvements across the healthcare system, promoting quality, safety, and professionalism in medicine through education and research.
About the Role
Reporting to the Head of Strategy and Member Experience, this 6-month maximum term opportunity will see you act as a strategic business partner, shaping and evolving member journey architecture within our Medical Indemnity insurance division.
You will bring data-driven service design expertise to key member journeys, working collaboratively across the Avant Group to deliver meaningful, member-centred experience improvements.
Key Accountabilities:
Define and evolve end-to-end member journey architecture in collaboration with teams across Medical Indemnity and the wider Avant Group
Lead journey mapping and service blueprinting initiatives across priority member journeys
Embed feedback loop mechanisms with journey owners to enable continuous service improvement
Design and prototype experience improvements in partnership with business units and the insights team
Facilitate design thinking workshops and co-creation sessions with diverse stakeholders
Translate member insights and data into clear, actionable service design recommendations
Lead design validation, testing and iteration activities
Define and evolve service design principles and service standards
Identify member experience (MX) improvement opportunities and develop initiatives for the MX backlog
Build service design capability and member-centric ways of working across the organisation
Work closely with process and operational capability teams across other functions
Key Capabilities Required:
Strong expertise in service design methodologies, including journey mapping, service blueprinting and experience prototyping
Proficiency with design tools (Figma, Sketch, Adobe XD) and prototyping platforms
Experience analysing data and member insights to inform design decisions
Proven facilitation skills, including design thinking workshops and stakeholder co-creation sessions
Systems thinking across operations, technology and member experience
Excellent communication, storytelling and influencing skills to build support for experience change
Demonstrated ability to operate as a trusted business partner, acting as a consultative advisor and collaborative partner
Previous experience in the financial services industry (beneficial)
We have a diverse and connected work environment where your contribution and ideas will be valued and respected and make a real difference to the lives of others. We offer a range of benefits and opportunities to enable you to learn and grow in your career. For further information, please contact Sue Allen, Talent Acquisition Business Partner on