Senior Service Designer

2 months ago

Melbourne, Victoria, Australia Dental Corporation Full time
About the Role

We are seeking a highly skilled Senior Service Designer to join our team at Bupa. As a Senior Service Designer, you will be responsible for championing the customer and helping build a customer-led culture through the pragmatic application of Human Centred Design methods.

Key Responsibilities
  • Lead the design process, collaborating with cross-functional teams and Agile squads to solve customer problems and deliver a connected, seamless customer experience.
  • Represent Service Design in various forums around the business, advocating for a pragmatic customer-led culture.
  • Manage multiple projects and deliver on timelines, leveraging organisational skills and ability to manage various moving parts with a complex network of stakeholders.
  • Conduct and coordinate change with key stakeholders, encouraging alignment through co-creation and collaboration.
  • Creation of design deliverables using CX methodologies, including ethnographic research, customer testing, expert review, and customer requirements.
  • Contribute to best practice HCD knowledge sharing, advocating the design process broadly throughout the business.
  • Continuously maintain a balance between desirable customer experience, commercially viable, and organisationally feasible outcomes through strong design & stakeholder facilitation.
  • Stay across leading and emerging design trends, competitor and comparator information across the industry and global customer experience marketplace.
  • Demonstrate financial awareness in the context of project outcomes, focusing on benefits and measurements of solutions to deliver.
What We're Looking For
  • Large / medium enterprise experience implementing Human Centred Design.
  • Experience working in an Agile way of working.
  • Experience in a digital, strategic design & innovation agency or consultancy.
  • Comfort working within an ambiguous landscape.
  • 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.
  • Proven record (or portfolio) navigating and delivering complex and difficult projects.
  • Stakeholder Management: Proven strong stakeholder management including selling/influencing 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.
  • Communication skills: Ability to clearly articulate, simplify and communicate complex issues to stakeholders at all levels.
What's in it for You?

As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home, 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. Other benefits include discounts on health insurance, as well as access to our new global wellbeing program, Viva. Viva has been designed to help you to live a healthy and happy life. It encompasses a comprehensive health and wellbeing program which includes access to health insurance benefits that will assist with covering the cost of medical treatment, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks. You will also be eligible to access various discounted products and services through our VIVA wellbeing partnerships. You will feel happier and healthier working at Bupa.

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