Senior Service Designer

1 week ago

Melbourne, Victoria, Australia Dental Corporation Full time

Transforming Customer Experiences

Bupa is seeking a talented Senior Service Designer to join our team and help us deliver exceptional customer experiences. As a Senior Service Designer, you will be responsible for championing customer-led culture, designing seamless customer journeys, and delivering key insights that align with our broader customer strategy.

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 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, customer requirements, design personas, customer journeys, experience blueprints, scenarios, prototyping, detailed service and digital design.
  • 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.

Requirements

  • 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.
  • Strong project management skills with experience working across strategy and operations.
  • Experience in leading the planning and facilitation of presentations and workshops with stakeholders.
  • Communicate customer research, strategy and design in a way that acknowledges commercial overlay.

What's in it for you?

As a Senior Service Designer at Bupa, you will be part of a team that is passionate about delivering exceptional customer experiences. You will have the opportunity to work on challenging projects, collaborate with cross-functional teams, and contribute to the development of our customer-led culture. You will also have access to a range of benefits, including discounts on health insurance and access to our global wellbeing program, Viva.

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