MY ROLE: CX Design Capability Lead, icare

Responsibilities

Scoping and planning project work, client liaison and stakeholder management, managing the research team, project management, insights reporting and design deliverables QA, professional development mentoring and coaching

Objectives

Ensure a consistent, fair and accessible complaints experience across icare. Change the culture from Complaints being seen as a problem to being an opportunity to learn and communicate better.

Approach

• Understand and map the Complaints ecosystem to identify and determine who to talk to and what to talk to different teams about;
• Define Complaints customers and identify the right customers to talk to
• Design and deliver a research program to understand and align the customer experience against customer service principles and operational processes, measure and determine what’s working well and identify opportunities for operational and
  cultural improvement
• Understand the current state customer experience of the complaints journey – from the customer, internal and external Complaints teams POV – to identify moments that matter and inform uplift opportunities from a culture and operations perspective across three key areas: readiness for, responding to and learning from complaints.

Deliverables and achievements

• Conducted 26 1:1 interviews with staff across three tiers of icare’s internal Claims Complaints teams and Policy Complaints teams
• Conducted 6 1:1 interviews with staff from EML’s Complaints team
• Conducted 16 1:1 interviews with injured workers, employers and brokers who had lodged a complaint around either their Claim or Policy within the previous 3 months (excluding sensitive complaints such as psychological injury or any complaints still active and unresolved)
• Conducted a quantitative survey with responses from 34 injured workers and 53 small employers
• Synthesised findings from research and mapped insights from customers, Claims, Policy and EML teams against the three operational areas
• Created detailed service blueprints that identified key Moments that Matter, pain points and opportunities for internal and inter-agency process, operational and cultural improvements
• Held a series of workshops with key internal stakeholders to use the insights and service blueprints to develop a Complaints Uplift Culture Strategy

Key metrics

• Number of customers interviewed across Complaints tiers and types
• Number of Complaints teams and frontline customer service operatives interviewed internally and at external Claims Service Providers
• Quality of actionable insights and improvement recommendations