Service Designer

The Opportunity

The role of a Senior 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.

You’ll 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. Senior 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.

This is an initial 12-month full-time position, based in Melbourne office. Bupa offers hybrid working arrangements and you can work from the office or from home.

How will I help?

You will add value by:

Championing the customer: Represent Customer Experience and Design in various forums around the business – whilst advocating for pragmatic Customer-led culture.

Leading 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.

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

Conducting and coordinating 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.

Creating 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)