Senior UX / UI / Service Designer

📍 Job Overview

Job Title: Senior UX / UI / Service Designer

Company: MLC Life Insurance

Location: Docklands, Victoria, Australia; Brisbane City, Queensland, Australia; North Sydney, New South Wales, Australia

Job Type: Full-time

Category: User Experience (UX) / Product Design Operations

Date Posted: 2026-08-18

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: Hybrid

🚀 Role Summary

• Lead the UX, UI, and service design for a significant digital integration program, focusing on consolidating multiple advisor, customer, member, and partner portals into a unified, scalable ecosystem.

• Develop comprehensive wireframes, user flows, prototypes, and high-fidelity designs to enhance critical customer and advisor journeys across acquisition, onboarding, servicing, retention, and claims processes.

• Collaborate closely with Product, Technology, CX, Marketing, and Operations teams to translate complex business objectives into user-centred design solutions.

• Champion and implement best-practice design systems, accessibility standards (WCAG), and consistent design patterns to ensure scalable, high-quality, and inclusive digital experiences.

📝 Enhancement Note: While the core of this role is UX/UI/Service Design, the explicit mention of "Operations" in the collaboration list and the nature of digital integration programs in financial services strongly suggest a need for understanding and designing for operational workflows and efficiency. This role will likely involve creating interfaces and services that streamline operational processes for internal teams, not just external users.

📈 Primary Responsibilities

• Spearhead the UX, UI, and service design initiatives for a high-profile digital integration program, aiming to consolidate disparate portals into a seamless and intuitive user experience.

• Design wireframes, detailed user flows, interactive prototypes, and polished high-fidelity mockups to optimize acquisition, onboarding, servicing, retention, and claims journeys for customers, members, advisors, and partners.

• Actively partner with cross-functional stakeholders across Product Management, Technology, Customer Experience (CX), Marketing, and Operations to effectively translate business goals into user-centric design outcomes.

• Champion and enforce the adoption of robust design systems, adherence to accessibility standards (WCAG), and consistent design patterns to ensure scalable, high-quality, and inclusive digital experiences across all touchpoints.

• Conduct user research, usability testing sessions, and detailed journey mapping exercises to uncover deep customer needs, validate design decisions, and drive continuous improvements in the user experience.

• Apply creativity and commercial acumen to a broad range of initiatives, including digital journeys, customer communications, campaign concepts, educational content, and the development of future-state propositions.

• Influence the organization's digital evolution by advocating for human-centred design principles, leading critical design discussions, and helping to shape future experiences for customers within a rapidly changing and highly regulated financial services environment.

📝 Enhancement Note: The primary responsibilities clearly outline a hands-on design role. However, for a Senior position in a digital integration program within financial services, the ability to influence "Operations" and "Technology" stakeholders implies a need for strong communication and negotiation skills, as well as an understanding of how design decisions impact backend processes and system integration.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Design, Human-Computer Interaction (HCI), Computer Science, Psychology, or a related field, or equivalent practical experience in a design-focused discipline. Experience:

• 5-10 years of proven experience delivering impactful UX, UI, and/or service design outcomes across complex digital products, platforms, customer portals, or enterprise-level customer-facing experiences.

• Demonstrated success in managing and driving design initiatives within digital transformation, platform migration, or large-scale integration programs. Required Skills:

• Proficient in wireframing, creating detailed user flows, developing interactive prototypes, defining information architecture, and conducting comprehensive journey mapping.

• Expertise in user-centred design methodologies and a passion for crafting intuitive, engaging, and effective digital experiences.

• Strong ability to lead design initiatives, influence diverse stakeholders, and navigate ambiguity by balancing user needs, business objectives, and delivery constraints in a fast-paced environment.

• Deep understanding of established design systems, accessibility standards (specifically WCAG 2.1 AA or higher), and current digital best practices.

• Excellent collaboration and communication skills, with a proven track record of working effectively within cross-functional teams in Agile development environments and building strong, trusted relationships across business and technology functions.

• Experience in creating and maintaining design systems, ensuring consistency and scalability across digital products.

• Proficiency in industry-standard design and prototyping tools such as Figma, Sketch, Adobe XD, InVision, or similar. Preferred Skills:

• Experience working within the financial services, insurance, or other highly regulated industries.

• Background in agency, consulting, or digital transformation environments.

• Familiarity with user research methodologies and usability testing techniques.

• Experience with service design blueprints and mapping customer/employee experiences.

• Understanding of front-end development principles (HTML, CSS, JavaScript) to inform design feasibility.

📝 Enhancement Note: The emphasis on "Operations" collaboration and the context of a "digital integration program" suggests that candidates with experience in designing for operational efficiency, internal tool UIs, or streamlining workflows for support teams would be highly advantageous. Explicitly mentioning "workflow design" or "internal user experience" in the requirements could further refine this.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing a range of UX, UI, and/or Service Design work, demonstrating both strategic thinking and visual creativity.

• Case studies that clearly articulate the problem, your design process, the solutions developed, and the measurable impact or outcomes achieved.

• Examples of wireframes, user flows, prototypes, high-fidelity designs, and potentially service blueprints or journey maps.

• Demonstration of experience with design systems, accessibility considerations, and user-centred design principles applied to real-world projects.

• Evidence of collaboration with cross-functional teams and stakeholder management in your project narratives. Process Documentation:

• Ability to document design processes, decisions, and rationale clearly and concisely.

• Experience in creating and contributing to design system documentation.

• Capacity to map out complex user journeys and service interactions to identify pain points and opportunities for optimization.

• Documented experience in conducting and synthesizing user research and usability testing findings.

📝 Enhancement Note: For a role focused on digital integration and portal consolidation, the portfolio should ideally include examples of how the candidate has managed complexity, rationalized existing user experiences, or designed for large-scale system migrations. Demonstrating an understanding of how design impacts backend operations and data management would be a significant plus.

💵 Compensation & Benefits

Salary Range:

• Given the Senior UX/UI/Service Designer title, the hybrid work arrangement, and the locations (major Australian cities), a competitive salary range is expected. For a Senior Designer with 5-10 years of experience in Australia, the typical range could be AUD $130,000 - $180,000 per annum, depending on the specific skills, experience, and the final scope of responsibilities. Benefits:

• Hybrid working model, offering flexibility between home and office.

• Additional lifestyle leave, providing enhanced work-life balance.

• Incentive and recognition programs designed to acknowledge and reward great work.

• Comprehensive wellbeing resources and support for employees.

• Opportunity to contribute to meaningful change in a purpose-driven organization.

• Collaborative and people-centred team culture. Working Hours:

• Standard full-time hours are expected, likely around 40 hours per week. The hybrid arrangement suggests flexibility in scheduling, with potential for core working hours to facilitate collaboration.

📝 Enhancement Note: Salary estimates are based on industry benchmarks for Senior UX/UI/Service Designers in Australia's major metropolitan areas, considering the financial services sector which often offers competitive compensation. The provided benefits are directly extracted from the job description.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Life Insurance, Wealth Management, Retirement Solutions). MLC Life Insurance is part of Acenda Group, backed by Nippon Life, highlighting a significant global presence and financial backing. This industry is characterized by strong regulatory oversight, a focus on long-term customer relationships, and a need for trust and security.

Company Size: As part of Acenda Group, which includes multiple brands and serves over two million customers, MLC Life Insurance is a large enterprise organization. This implies a complex organizational structure, established processes, and a significant scale of operations.

Founded: Acenda Group brands have a combined heritage of over 176 years, indicating a long-standing presence and deep industry experience. This history suggests a stable organization undergoing significant transformation.

Team Structure:

• The role involves close collaboration with Product, Technology, CX, Marketing, and Operations teams. This indicates a matrixed or cross-functional team structure, common in large organizations undertaking digital transformation.

• The Senior Designer will likely work within a dedicated design or CX team, reporting to a Design Lead or Head of UX/CX.

• Interaction with various business units and potentially external partners is expected, requiring strong stakeholder management skills. Methodology:

• The role operates within an "agency-style environment" with shifting priorities and a "fast-moving transformation program," suggesting an Agile or hybrid Agile methodology.

• Emphasis on human-centred design, user-centred design principles, and design systems points to a structured, yet iterative, design process.

• The integration program implies a focus on process optimization, system consolidation, and achieving efficiencies through unified digital experiences.

Company Website: https://www.mlcinsurance.com.au/ (This is an assumption based on the derived domain)

📝 Enhancement Note: The company description emphasizes a purpose-driven culture focused on customer confidence and a period of "integration and growth." For a designer, this means being adaptable, comfortable with change, and able to contribute to shaping future digital experiences. The "highly regulated environment" aspect is critical and means designs must balance user needs with strict compliance requirements.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position (5-10 years of experience), indicating a significant level of autonomy and responsibility. The role is pivotal in a major digital integration program, suggesting it's a critical path for driving user experience improvements and operational efficiency.

Reporting Structure: The Senior UX/UI/Service Designer will likely report to a Design Manager, Head of UX/CX, or a Program Lead within the digital transformation initiative. They will collaborate extensively with peers in Product Management, Development, Marketing, and Operations.

Operations Impact: The role has a direct impact on the usability and effectiveness of digital platforms used by millions of customers, advisors, and internal operations teams. By creating seamless and intuitive experiences, the designer contributes to customer satisfaction, advisor efficiency, operational cost reduction, and ultimately, business growth and confidence in the MLC brand.

Growth Opportunities:

• Skill Advancement: Deepen expertise in service design, complex system integrations, and user research within a regulated financial services context. Opportunity to contribute to future-state product design and innovation.

• Leadership Potential: Develop leadership skills by guiding design initiatives, mentoring junior designers (if applicable), and influencing strategic design decisions across the organization.

• Career Progression: Potential to move into Lead Designer, Design Manager, or Head of UX/CX roles, or specialize further in areas like CX strategy or digital product management within Acenda Group.

📝 Enhancement Note: The "agency-style environment" within a large corporation suggests a dynamic career path. The focus on integration and transformation means there are significant opportunities to shape processes and systems, offering a unique growth trajectory for operations-minded designers.

🌐 Work Environment

Office Type: Hybrid work model. This implies a blend of remote work and in-office presence, offering flexibility. The in-office days are likely focused on collaboration, workshops, and team sprints.

Office Location(s): The role is available in Docklands (Melbourne), Brisbane City, and North Sydney. These are major business hubs, suggesting well-equipped office spaces with modern amenities.

Workspace Context:

• Collaborative Environment: Expect interactive sessions, design thinking workshops, and frequent collaboration with cross-functional teams (Product, Tech, Marketing, Operations). The hybrid nature requires proactive communication and engagement.

• Tools & Technology: Access to industry-standard design software (e.g., Figma, Sketch), collaboration tools (e.g., Jira, Confluence, Miro), and potentially internal company platforms.

• Operations Team Interaction: The role explicitly mentions collaborating with Operations. This suggests opportunities to understand operational workflows, design for internal efficiencies, and contribute to streamlining processes that support customer service and business functions.

Work Schedule:

• Standard full-time hours (approx. 40 hours/week) with a hybrid arrangement, allowing for a balance between focused work at home and collaborative sessions in the office. The fast-paced nature might require some flexibility during critical project phases.

📝 Enhancement Note: The hybrid nature and mention of collaboration with "Operations" teams implies that the designer will need to be adept at facilitating remote workshops and bridging the gap between digital user experience and the realities of operational execution.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Recruiter call to assess basic qualifications, interest, and cultural fit.

• Portfolio Review & Design Challenge: A key stage where candidates present their portfolio, detailing their process, strategic thinking, and design solutions for specific challenges. This may involve a practical design exercise or case study presentation.

• Stakeholder Interviews: Meetings with key stakeholders from Product, Technology, CX, and Operations to assess collaboration skills, domain understanding, and ability to integrate design into business objectives.

• Final Interview: Discussion with the hiring manager or senior leadership to finalize the decision, focusing on strategic alignment and long-term fit.

Portfolio Review Tips:

• Structure: Organize your portfolio by case studies. For each, clearly outline the problem statement, your role and responsibilities, the design process undertaken (research, ideation, prototyping, testing), key decisions, challenges faced, and the final outcomes/impact with measurable results.

• Operations Focus: Highlight projects where your design work directly improved efficiency, reduced errors, or streamlined processes for users, particularly if those users were internal operations teams or business partners. Quantify impact where possible (e.g., "reduced task completion time by X%", "decreased support tickets by Y%").

• Visuals & Storytelling: Use high-quality visuals (wireframes, mockups, prototypes, journey maps) to illustrate your work. Tell a compelling story about how you solved a problem and the value your solution delivered.

• Company Alignment: Research MLC Life Insurance, Acenda Group, and the financial services industry. Tailor your presentation to demonstrate how your skills and experience align with their purpose, values, and the specific challenges of this digital integration program.

Challenge Preparation:

• Be prepared to discuss your approach to complex design problems, especially those involving integration, legacy systems, or strict regulatory requirements.

• Practice articulating your design rationale clearly and concisely, focusing on the "why" behind your decisions.

• Consider how you would approach a design challenge related to consolidating multiple user portals or improving an advisor's workflow within an insurance context.

📝 Enhancement Note: Given the "Operations" collaboration requirement, be prepared to discuss how your design thinking can translate into tangible operational improvements and efficiencies. This goes beyond just customer-facing UX and touches on the internal mechanics of the business.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (highly probable given industry trends), Sketch, Adobe XD, InVision. Proficiency in at least one leading tool is essential.

• Collaboration & Workflow: Jira, Confluence, Trello, Asana (for Agile project management and documentation). Miro, Mural (for remote whiteboarding, ideation, journey mapping).

• User Research & Testing: Tools like UserTesting.com, Lookback, Maze, or internal testing platforms. Survey tools (e.g., SurveyMonkey, Google Forms).

Analytics & Reporting:

• While not a direct responsibility, understanding how to interpret analytics from tools like Google Analytics, Adobe Analytics, or product-specific dashboards (e.g., Pendo) to inform design decisions is beneficial.

• Familiarity with data visualization tools (e.g., Tableau, Power BI) to understand user behaviour patterns and operational metrics. CRM & Automation:

• Understanding of CRM systems (e.g., Salesforce) and marketing automation platforms could be relevant, especially if designing interfaces that interact with these systems or support sales/service operations.

• Experience with integration platforms or APIs is a plus for understanding how different systems connect.

📝 Enhancement Note: The explicit mention of "Operations" in collaboration suggests that familiarity with tools used by operational teams (e.g., CRM, case management systems, workflow tools) or understanding how design impacts these systems would be highly valuable.

👥 Team Culture & Values

Operations Values:

• Customer Confidence: A core value driving all initiatives, ensuring designs foster trust and security for customers and their families.

• Purpose-Driven: Work is aligned with helping customers live, save, and retire with confidence, providing a strong sense of meaning.

• Inclusivity & Belonging: Encouragement of diversity in applications and embedding D&I into business practices, aiming for an inclusive environment for all employees.

• Adaptability & Growth: Embracing change and a "future-focused business" approach, ideal for a period of integration and expansion.

• Efficiency & Simplicity: Making things simpler for employees to operate efficiently and focus on meaningful work, directly impacting operations.

Collaboration Style:

• Cross-functional Integration: Close partnership with Product, Technology, Marketing, and Operations is a cornerstone of the role.

• Agile Environment: Working collaboratively within Agile teams, emphasizing iterative development and continuous feedback.

• People-Centred: A culture that is described as "flexible, collaborative and people centred," with a focus on supporting employee wellbeing.

• Proactive Leadership: The role requires a proactive leadership style, influencing discussions and driving design outcomes.

📝 Enhancement Note: The emphasis on "making things simpler" for employees directly points to the importance of designing for operational efficiency. Candidates who can demonstrate an understanding of how good design can reduce friction and errors in day-to-day business operations will resonate well.

⚡ Challenges & Growth Opportunities

Challenges:

• Digital Integration Complexity: Navigating the technical and user experience challenges of consolidating multiple legacy portals into a single, unified platform. This requires balancing diverse user needs and technical constraints.

• Regulatory Environment: Designing within a highly regulated financial services industry, ensuring all user experiences and communications are compliant, accurate, and secure.

• Stakeholder Alignment: Managing the expectations and needs of diverse stakeholders across Product, Technology, Marketing, and Operations, who may have competing priorities.

• Pace of Change: Working in a "fast-moving transformation program" where priorities can shift, requiring adaptability and resilience.

Learning & Development Opportunities:

• Deepen Financial Services UX: Gain specialized knowledge in designing for insurance, wealth, and retirement products, understanding unique customer journeys and regulatory nuances.

• Service Design Mastery: Enhance skills in service blueprinting, ecosystem mapping, and designing end-to-end customer and employee journeys.

• Digital Transformation Impact: Contribute significantly to a major organizational transformation, gaining valuable experience in large-scale change initiatives.

• Cross-functional Expertise: Develop a strong understanding of how design impacts technology, product strategy, marketing, and core business operations.

📝 Enhancement Note: The challenges presented are typical for large-scale digital transformation projects. For this role, the challenge of aligning design with the needs of operations teams will be a key area for growth and demonstration of impact.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex digital integration project you've worked on. What were the key UX/UI challenges, and how did you approach them?" (Focus on your process, stakeholder management, and outcomes).

• "How do you balance user needs with business objectives and regulatory requirements in a financial services context?" (Highlight your understanding of compliance and commercial realities).

• "Imagine you need to consolidate two different advisor portals. What would be your first steps in designing a unified experience?" (Focus on research, user segmentation, and phased approaches).

• "How have you used design systems to ensure consistency and scalability in your previous roles?" (Discuss best practices and your contribution to design system development or usage). Company & Culture Questions:

• "What interests you about MLC Life Insurance and Acenda Group's purpose of 'building confidence'?" (Connect this to your own values and design philosophy).

• "How would you approach collaborating with our Operations team to ensure our digital solutions are efficient for them to use and support?" (Demonstrate an understanding of internal user needs and operational impact).

• "Describe a time you had to influence stakeholders with differing opinions on a design decision. How did you reach a consensus?" (Showcase your communication and negotiation skills). Portfolio Presentation Strategy:

• Case Study Selection: Choose 2-3 projects that best showcase your UX, UI, and service design skills, ideally including experience with complex platforms, integration, or financial services.

• Narrative Flow: For each case study, clearly articulate the problem, your role, the process, key challenges, your solutions, and the impact. Use visuals effectively to support your story.

• Operations Integration: If possible, include a case study where your design directly improved operational efficiency or streamlined internal workflows. Explain how you understood and addressed the needs of internal users.

• Metrics & Outcomes: Quantify your impact whenever possible (e.g., conversion rates, task completion times, user satisfaction scores, efficiency gains for operations).

• Q&A Readiness: Be prepared to answer detailed questions about your design decisions, tools used, and how you would adapt your approach to MLC's specific environment.

📝 Enhancement Note: The interview preparation should strongly emphasize the candidate's ability to design for both external customers and internal operations teams, given the explicit mention of collaboration with the latter. Highlighting how design can drive business efficiency and process improvements will be crucial.

📌 Application Steps

To apply for this Senior UX / UI / Service Designer position:

• Submit your application through the provided link on the MLC Life Insurance careers portal.

• Portfolio Customization: Curate your portfolio to highlight relevant case studies that demonstrate your expertise in UX, UI, and service design, with a particular emphasis on complex digital integrations, financial services, or projects that improved operational efficiency. Ensure your portfolio clearly articulates your design process and measurable outcomes.

• Resume Optimization: Tailor your resume to align with the job description's requirements. Use keywords such as "UX Design," "UI Design," "Service Design," "Digital Integration," "Design Systems," "Accessibility," "WCAG," "Financial Services," and "Agile." Quantify your achievements and highlight experience with cross-functional collaboration, including with Operations teams.

• Interview Preparation: Practice articulating your design process, problem-solving approach, and stakeholder management skills. Prepare to discuss your portfolio in detail and be ready for potential design challenges that mimic the role's responsibilities. Research MLC Life Insurance, Acenda Group, and their purpose.

• Company Research: Understand MLC Life Insurance's mission, values, and the context of their digital integration program. Familiarize yourself with the financial services industry in Australia and the importance of customer confidence and regulatory compliance. Consider how your design approach can support both customer experience and operational effectiveness.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.