Service Designer

Job Description:

This is an exceptional opportunity to join our Health Insurance (HI) business unit on a Permanent Full-Time basis as a Service Designer. Reporting to the Senior Service Design Manager, you will play a critical role in designing the end-to-end experience for our customers and identifying strategic opportunity areas so that our business has coherent and holistic view of customer strategy (CX).

Key accountabilities include:

• Lead the design process across the double diamond, with teams and agile squads to solve customer problems and deliver a connected, seamless Customer Experience by orchestrating our many product and service touchpoints

• Manage multiple projects and deliver on timelines, by leveraging organisational skills and ability to manage various moving parts with a complex network of stakeholders.

• 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)

• 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

What’s in it for me?

As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home arrangements, you’ll be challenged and encouraged to innovate. You will collaborate strongly with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.

What do I need?

• Large/ Medium enterprise experience implementing Human Centred Design (essential)

• Previous experience as a Service Designer, CX Designer or Innovation Consultant

• 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 (desirable)

• Experience in a digital, strategic design & innovation agency or consultancy (desirable)

• Comfortable with ambiguity and agile working (essential)

• Design Research: Proven record (or portfolio) navigating and delivering complex and difficult projects (essential)

• Stakeholder Management: Proven strong stakeholder management including selling/influencing stakeholders on the value of customer led decision making and delivery (essential)

• Project Management: Strong project management skills with experience working across strategy and design in a way that acknowledges commercial overlay