Senior Service Designer

As a Senior Service Designer at Bupa, you will champion the customer and help build a customer-led culture, through the pragmatic application of Human Centred Design methods. You will design across the end-to-end experience for our customers, delivering key insights, identifying strategic opportunity areas and recommendations, that align with our broader customer strategy, so that our business has a coherent and holistic view of customer experience.

What will your day look like?

• Champion the customer: Represent Service Design in various forums around the business – whilst advocating for pragmatic customer-led culture.
• Lead the design process, collaborating with cross-functional teams and Agile squads to solve customer problems and deliver a connected, seamless customer experience by orchestrating our many product and service touchpoints – with a particular focus on the global navigation and content strategy, working with a cross-functional teams – enabling Bupa to become the most customer centric healthcare company in the world.
• Manage multiple projects and deliver on timelines, by leveraging organisational skills and ability to manage various moving parts with a complex network of stakeholders.
• Conduct and coordinate change with key stakeholders, as you encourage alignment through co-creation and collaboration, by bringing teams together on common goals, and influence teams to engage with customer experience best practice.
• Creation of design deliverables using CX methodologies (including, but not limited to: ethnographic research, customer testing, expert review, customer requirements, design personas, customer journeys, experience blueprints, scenarios, prototyping, detailed service and digital design).
• Contribute to best practice HCD knowledge sharing – by advocating the design process broadly throughout the business, as Bupa seeks to uplift its HCD capability.
• Continuously and pragmatically maintain a balance between desirable customer experience, commercially viable and organisationally feasible outcomes through strong design & stakeholder facilitation.
• Stay across leading and emerging design trends, competitor and comparator information across the industry and global customer experience marketplace to support promotion and delivery of best practice and innovation within the team and for Bupa.
• Demonstrate financial awareness in the context of project outcomes, focusing on benefits and measurements of solutions to deliver.
• Showcase progress and experience designs and will tell a compelling and consistent story to ensure strong and continued engagement and alignment.

What will you bring?

If some of the skills and experiences outlined below resonate with you, we’d love to hear from you!

• Large / medium enterprise experience implementing Human Centred Design
• Experience in an Agile way of working environment
• Tertiary qualification at degree level in a relevant business discipline (human factors, human centred design) or extensive relevant experience specifically in customer experience strategy, research, design and implementation
• Experience in a digital, strategic design & innovation agency or consultancy
• Comfortable with ambiguity
• Design Research: Proven record (or portfolio) navigating and delivering complex and difficult projects
• Stakeholder Management: Proven strong stakeholder management including selling/influencing stakeholders on the value of customer led decision making and delivery
• Project Management: Strong project management skills with experience working across strategy and operations
• Facilitation: Experience in leading the planning and facilitation of presentations and workshops with stakeholders
• Storytelling: Demonstrated ability to communicate customer research, strategy and design in a way that acknowledges commercial overlay
• Communication skills: Ability to clearly articulate, simplify and communicate complex issues to stakeholders at all levels