Service Designer

The Opportunity:

The role of a Service Designer at Bupa is to champion customer and drive business impact, through the pragmatic application of a vast suite of Service Design practices. The Service Designers play a critical role driving impact through our Customer Journey Transformation. Leading the design process across the end-to-end experience for our customers: delivering strategic direction, identifying commercial opportunities and orchestrating CX outcomes, that align with our broader Customer APAC ambitions.

Service Designers are sought after to influence, strategize and align the business using bespoke approaches, methods and frameworks, that can address key customer and business problems.

What You'll Be Doing

Here's what you can look forward to in this role:

• Champion the customer: Represent Customer Experience and Design in various forums around the business whilst advocating for pragmatic Customer-led culture.
• Lead the design process across the double diamond, with teams and agile squads to solve customer problems and deliver a connected, seamless Customer Experience by orchestrating our many product and service touchpoints
• Manage multiple projects and deliver on timelines, by leveraging organisational skills and ability to manage various moving parts with a complex network of stakeholders.
• Conduct and coordinate change with key stakeholders, as you encourage alignment through co-creation and collaboration, by bringing teams together on common goals, and influence teams to engage with Customer Experience best practice.
• Creation of 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)
• Contribute to best practice HCD knowledge sharing – by advocating the design process broadly throughout the business, as Bupa seeks to uplift its HCD capability.

What You'll Bring

We're looking for someone who's passionate about helping others and thrives in a fast-paced, people-focused environment.

To succeed in this role, you'll ideally have:

• Large/ Medium enterprise experience implementing Human Centred Design (essential)
• Agile way of working (desirable)
• Microsoft Office suite required
• 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 (essential)
• 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)

We've Got You Covered

At Bupa, care is at the heart of everything we do — for our customers and our people. We want you to thrive, so our global wellbeing program supports every aspect of your health: physical, mental, financial, and beyond.

Here's just a taste of what you'll enjoy:

• We take care of your health insurance with fully subsidised Bupa cover.
• Big discounts on travel, car, home, dental, optical & more
• Perks from partners like Apple, JB Hi-Fi, Endota Spa & New Balance
• Extra annual leave day just for your wellbeing
• A paid volunteer day each year to give back