Be at the heart of our brave new digital world!

We thrive on cross-functional team collaboration, we embrace experimenting, and we work with progressive methods and tools. This includes leveraging agile ways of working and keeping human-centered design thinking the focus of everything we do.

This means you’ll be at the heart of finding better ways to help people live longer, healthier, happier lives and making a better world. Working in such a customer-focused and rewarding area brings a huge variety of opportunities for professional and personal growth.  

Our global mission is to help our customers live healthier and happier lives. Just imagine the impact you could make!  

What’s your role?

The Senior Service Design role entails advocating for the customer while fostering a customer-centric culture, achieved through the practical application of Human-Centered Design methodologies. 

As the Senior Service Designer, you will strategically craft end-to-end customer experiences, providing crucial insights, identifying strategic areas of opportunity, and making recommendations that align with our overarching customer strategy (CX). This ensures a comprehensive and unified view of CX within our organization. These approaches are instrumental in addressing and resolving significant customer and business challenges.

You’ll contribute to developing cohesive, interconnected, and personalised experiences throughout the customer journey, aligning seamlessly with future signature experiences. Your role will involve extensive collaboration and co-creation with stakeholders across various phases of delivery. An essential aspect of Senior Service Design is orchestrating and harmonising pivotal touchpoints within our business. This often necessitates robust stakeholder management, interactive workshops, and collaborative efforts to ensure alignment.

This is a fantastic opportunity to shape a brand new, exciting program of work to own and build. 

What will my day involve?

• Champion Customer-Centricity: Advocate for Customer Experience and Design across diverse business forums, fostering a practical and customer-driven cultural mindset.
• Lead the end-to-end design process encompassing the double diamond model, collaborating with teams and agile squads to effectively address customer issues. 
• Crafting a seamless, interconnected Customer Experience by orchestrating the array of product and service touchpoints.
• Overseeing multiple projects and adhere to timelines, leveraging organizational prowess to manage intricate moving parts within a complex stakeholder network.
• Driving and coordinating transformative change with key stakeholders, promoting alignment through collaborative co-creation.
• Generating 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).
• Contributing to disseminating Human-Centered Design excellence by advocating the design process enterprise-wide, playing a pivotal role as the organization enhances its HCD capabilities.
• Consistently and pragmatically balancing customer experience desirability with commercially viable and organizationally feasible outcomes through adept design and stakeholder facilitation.
• Staying abreast of emerging design trends, competitive landscapes, and industry benchmarks within the global customer experience sphere. Leverage this knowledge to support the team's advancement of best practices and innovative approaches.
• Exhibiting financial acumen within project contexts, focusing on solution benefits and metrics to drive outcomes.
• Present the progression of experience designs through compelling and coherent narratives that ensure sustained engagement and alignment.
• You may also carry out any other duties reasonably requested by Bupa from time to time. 

What will I bring?

• 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 excellent communication skills: Ability to clearly articulate, simplify and communicate complex issues to stakeholders at all levels
• 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 operations (essential)
• Facilitation: Experience in leading the planning and facilitation of presentations and workshops with stakeholders
• Large/ Medium enterprise experience implementing Human Centred Design (essential) 
• Experience in a digital, strategic design & innovation agency or consultancy (desirable)
• Storytelling: Demonstrated ability to communicate customer research, strategy and design in a way that acknowledges commercial overlay
• Agile way of working (desirable)

What’s in it for you 

We reward our people and celebrate their success. From providing initiatives that develop careers to looking after our people’s health, wellbeing and futures. Through the Viva Healthier and Happier program,we’re providing health benefits for everyone who works at Bupa, no matter their role. We want to support our people to be the healthiest and happiest versions of themselves.