Senior Service Designer

The role of a Service Designer at Bupa is to champion the customer and help build a customer-led culture, through the pragmatic application of Human Centred Design methods. A Senior Service Designer 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 (CX), so that our business has a coherent and holistic view of CX.

Service Designers are sought after to inform, scope and craft bespoke approaches, using a rich toolkit of methods and frameworks – that can address and help solve key customer and business problems, as well

as:

• Contribute to crafting consistent, connected and personalised experiences, across the customer journey that will align with future signature Bupa experiences.
• Collaboration is cornerstone to the Service Design function at Bupa – collaboration and co-creation with stakeholders across the delivery spectrum, will be part of your day. A key role Service Design plays – is orchestrating and aligning key touchpoints for our business – this regularly involves, broad and extensive stakeholder management, workshopping and co-creation, in order to create alignment.
• As part of the broader Customer Experience Design team – a Service Designer will partner with areas of the business to deliver on our Customer Strategy, by providing design direction and key decision making input, by leveraging Human Centred Design and System Thinking methodologies.

To be considered for this role you will bring:

• Demonstrated experience implementing Human Centred Design in a med/large enterprise
• Hold a tertiary qualification at a 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
• Have experience working in a digital, strategic design & innovation agency or consultancy
• Comfort with ambiguity
• Portfolio demonstrating your Design Research capability including examples where you have navigated and delivered complex and difficult projects
• Have proven stakeholder management skills as well as the ability to influence stakeholders on the value of customer led decision making and delivery
• Strong project management skills with experience working across strategy and operations
• Experience in leading the planning and facilitation of presentations and workshops with stakeholders
• Demonstrated ability to communicate customer research, strategy and design in a way that acknowledges commercial overlay
• Ability to clearly articulate, simplify and communicate complex issues to stakeholders at all levels