Senior Service Designer

The role

You’ll sit alongside a passionate and talented multi-disciplinary experience design team, made up of user researchers, product designers, content designers and design operations, who are focused on creating the best digital experiences for Bupa’s customers in the UK.

You’ll have excellent domain expertise across service and product design. You will lead projects and play a part in establishing service design at Bupa. You will work collaboratively in an agile environment to create positive experiences that are easy to use and balance the needs of Bupa’s customers with its business goals. You will also build strong relationships with senior stakeholders, collaborators and other design team members.

You’ll be key member of the service design community of practice contributing to peer feedback sessions and using your experience to mentor and coach other designers in the team.

How you’ll help us make health happen

• Deliver end-to-end service design initiatives that transform how our customers access our products and services.
• Create visual artefacts, including blueprints, process maps and journey maps, to drive a shared understanding of the strategic vision for new and existing services.
• Build a holistic understanding of the domain and problem space to make informed recommendations and guide decision-making.
• Engage with stakeholders across multiple business units to gather perspectives, determine priorities and drive alignment.
• Collaborate closely with user researchers to validate hypotheses and ensure services are designed with a human-centred, evidence-led approach.
• Facilitate cross-functional discussions through appropriate workshop frameworks, including problem-framing, journey mapping and process mapping.
• Deliver project playbacks, design crits and other communities of practice sessions to support knowledge-share and elevate the work.
• Balance business requirements with customer needs and technical feasibility to guide the customer experience.
• Contribute to team culture across our core values: psychological safety, celebrating success and learning from each other.

You

• Service design mindset – when approaching a problem you take a wide view, looking front and backstage, and end to end by default, with a systems-thinking approach.
• Established ‘design thinker’ with empathy for user needs, a willingness to explore ideas and implement a ‘test and learn’ approach before launch.
• Confident in engaging stakeholders across different business units with varying knowledge of service design principles.
• Experience creating journey maps, service blueprints, flows and more – paired with an understanding of when to use each method.
• Comfortable collaborating with product designers, user researchers, product managers, engineers and other teams to work towards shared goals – in particular, within a product operating model.
• Skilled in navigating complex business areas with multiple journeys to identify and communicate key opportunity areas to the wider teams.
• Experienced facilitator who can bring together and engage others in your service design work through workshops and collaborative sessions.
• A champion of the customer throughout whilst staying in touch with the business requirements.
• Strong storytelling skills, capable of influencing and encouraging stakeholders and peers to adopt and buy into something that was previously unfamiliar.
• A champion for accessibility who acknowledges the needs of users with different backgrounds, abilities, cultures, and environments.
• Motivated and passionate about the value of service design and able to advocate across the wider organisation, while supporting development within the experience design team.
• Accustomed to working in an FCA regulated business is a bonus.
• Knowledgeable across our toolkit that includes Figma, Optimal, Miro, Jira and Confluence.