Journey Experience Design Lead

**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?**

Your mission will be to execute Bupa’s optimized channel mix by crafting exceptional customer experiences and uncovering cross-channel opportunities to harness platform capabilities and AI technologies. You’ll take ownership of initiatives, driving change with strategic thinking and problem-solving prowess. From discovery and research to design and testing, you’ll ensure our automations deliver a seamless and engaging customer experience across all digital platforms. If you’re ready to make a significant impact and lead with innovation, this role is for you

Reporting to the Head of Automation, this is a permanent full-time position, based in our Melbourne, Sydney or Brisbane office. (Bupa offers hybrid working arrangements and you can work from the office or from home)

**What will your day involve?**
- Lead the development of automated messaging journeys for Bupa’s channels to optimize the overall channel mix and support growth.
- Create automations that enhance customer interactions using data-driven insights and human-centered design principles.
- Identify automation opportunities to streamline member interactions, improve engagement, and boost conversion rates.
- Design automated journeys that integrate new value propositions from Connected Care, such as telehealth consultations and personalized health recommendations.
- Implement cross-channel opportunities to leverage platform capabilities and AI technologies.
- Mentor conversation designers and writers, fostering a collaborative and innovative team environment.
- Ensure all content and automations are compliant, relevant, and deliver excellent customer journeys across Bupa’s digital channels.
- Drive change and innovation within the team, employing strategic thinking and problem-solving skills.

**What will I bring?**

**To be considered for this role you will have**:

- 2+ years’ experience in Content Design, Conversation Design, Service Design, or similar roles, with leadership experience overseeing a team.
- Proven ability to embed content strategy and risk governance frameworks for content and campaign management.
- Strong customer-centric thinking and high empathy for understanding user perspectives and pain points.
- Analytical skills for evaluating customer journeys and content flows.
- Growth mindset and adaptability to change and ambiguity.
- Ability to articulate complex issues simply and constructively, making recommendations to drive business outcomes.
- Demonstrated ability to thrive in a fast-paced, demanding setting, with effective communication and collaboration skills across all organizational levels.
- Experience working in an Agile environment.

**What’s in it for you?**

As well as a competitive salary, a range of Bupa benefits and flexible working/work from home arrangements, you’ll be encouraged to innovate. You will be collaborating with various teams to deliver exceptional experiences. You will have the opportunity to further learn and develop with excellent internal development courses available and a supportive, career development environment. 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.
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- Because being you at Bupa matters_