Service Designer

The Opportunity

At Bupa, we’re looking for a talented Service Designer to join our Customer Experience and Design team and help shape the future of our service offerings. This role presents a unique opportunity to be at the forefront of transforming our customer experience by designing and implementing the target-state service journey. Initially, you will be focused on our high-priority program: the digital messaging customer experience uplift. As part of this, you will apply Human Centred Design principles to develop innovative solutions that align with Bupa’s broader customer strategy, ensuring a seamless, end-to-end experience for our customers.

In this role, you will be empowered to make a real impact by bringing together insights, opportunities, and customer-centric design to shape key strategic programs. You will collaborate with various stakeholders across the business, co-creating solutions that address both customer and business needs. By leveraging a rich toolkit of methods and frameworks, you will play a key role in orchestrating connected, personalized experiences that align with Bupa’s future signature offerings. Your contributions will help champion a customer-led culture and drive the evolution of service design across the organization.

Reporting to the Senior Service Design Manager, this is a permanent full-time position, based in Melbourne. (Bupa offers hybrid working arrangements and you can work from the office or from home)

How will you make an impact?

In this role, you will play a crucial part in driving Bupa’s customer experience transformation. You will ensure that customer needs are at the heart of everything we do, advocating for a customer-led culture while leading the design of innovative solutions. By managing multiple projects and collaborating across teams, you’ll influence key stakeholders to align around common goals, ensuring that the customer experience is connected, seamless, and impactful.

You will add value by:

• Champion the customer experience across the business, representing Customer Experience and Design in various forums and advocating for a customer-led culture.
• Lead the end-to-end design process across the double diamond framework, collaborating with agile squads and teams to create a seamless, connected customer experience.
• Manage multiple projects, ensuring timely delivery while coordinating complex stakeholder networks and balancing competing priorities.
• Drive alignment through co-creation and collaboration, influencing teams to adopt customer experience best practices and engage with the design process.
• Create impactful design deliverables using Human Centred Design (HCD) methodologies, including ethnographic research, customer testing, personas, journey maps, experience blueprints, and prototypes.
• Share best practice HCD knowledge and elevate the team’s capabilities by advocating for the design process throughout the business.
• Stay informed on emerging design trends, competitor activity, and industry best practices, integrating new insights into Bupa’s design approach to foster innovation and continuous improvement.

About You

To succeed in this role, you will bring a blend of technical expertise, strategic thinking, and a passion for creating exceptional customer experiences. You will be comfortable using your design research expertise to deliver solutions that are customer-centric, commercially viable, and aligned with business goals.

To be considered for this role you will have:

• Proven experience applying Human Centred Design in large or medium enterprises, with a strong portfolio of complex project delivery (essential).
• Experience working in an agile environment and familiarity with agile methodologies (desirable).
• Strong proficiency in Microsoft Office Suite and project management tools (required).
• Tertiary qualifications in Human Centred Design or relevant experience in customer experience strategy, research, and implementation (desirable).
• Expertise in stakeholder management, with the ability to influence and advocate for customer-led decision-making (essential).
• Ability to lead and facilitate workshops and presentations, effectively communicating customer insights and design solutions (essential).
• Excellent communication skills, with a knack for simplifying complex issues and presenting strategies in a clear, commercially relevant way.