AI Experience Specialist

About the Role

As an AI Experience Specialist at Suncorp Group, you will support the successful adoption of AI by designing and validating customer and employee experiences across claims and customer service initiatives. You will work closely with delivery squads to turn research insights into practical patterns that teams can apply as AI capabilities scale across the business.

What You’ll Do

• Design, test, and validate AI-enabled solutions with customers and internal teams.
• Create conversational designs, workflows, wireframes, and UI concepts.
• Partner with delivery squads for planning and testing across design, UAT and post-launch phases.
• Translate insights into checklists, templates, and design patterns.
• Support squads in building capability in user-centred validation for AI.
• Analyze research, analytics, and interaction data to identify improvement opportunities.

What You’ll Bring

• Experience with research and testing methodologies in complex scenarios.
• CX/UX and service design skills.
• Background in experience, service design or behavioural research.
• Ability to synthesize qualitative and quantitative data.
• Experience in agile delivery environments with cross-functional teams.
• Confidence in communicating insights to technical and non-technical audiences.

What You’ll Enjoy

• Access to the award-winning Shine platform with exclusive perks.
• Hybrid working, flexible leave, extensive paid parental and flexible leave.
• Paid study support, on‑the‑job learning, and referral bonuses.
• Wellbeing coaching, employee resource groups, and diversity inclusive policies.
• Performance‑based bonuses and Suncorp shares for eligible employees.

Key skills/competency

AI adoption, customer experience, user testing, service design, agile, research methodologies, UX, UI design, qualitative analysis, quantitative analysis