Service Designer

6 months ago

Melbourne, Australia Dental Corporation Full time

The Opportunity

The role of aSenior Service Designer at Bupa is to champion the customer and help build acustomer-led culture, through the pragmatic application of Human Centred Designmethods.

You’ll designacross the end to end experience for our customers, delivering key insights,identifying strategic opportunity areas and recommendations, that align withour broader customer strategy (CX), so that our business has a coherent andholistic view of CX. Senior Service Designers are sought after to inform, scopeand craft bespoke approaches, using a rich toolkit of methods and frameworks –that can address and help solve key customer and business problems.

This isan initial 12-month full-time position, based in Melbourne office. Bupa offershybrid working arrangements and you can work from the office or from home.

Howwill I help?

You will add value by:

Championing the customer: Represent Customer Experience andDesign in various forums around the business – whilst advocating for pragmaticCustomer-led culture.

Leading the design process across the double diamond, withteams and agile squads to solve customer problems and deliver a connected,seamless Customer Experience by orchestrating our many product and servicetouchpoints.

Managing multiple projects and deliver on timelines, byleveraging organisational skills and ability to manage various moving partswith a complex network of stakeholders.

Conducting and coordinating change with key stakeholders, asyou encourage alignment through co-creation and collaboration, by bringingteams together on common goals, and influence teams to engage with CustomerExperience best practice.

Creating design deliverables using CX methodologies(including, but not limited to: ethnographic research, customer testing, expertreview, customer requirements, design personas, customer journeys, experienceblueprints, scenarios, prototyping, detailed service and digital design)

Why work at Bupa?

We keep our people smiling by helping them improve their lives inand outside of the office.

We’re a welcoming lot, no matter who you are or where you’ve comefrom. We welcome all talents and backgrounds and embrace our differences, soyou can bring your true self to work.

We support our people to be the best version of themselves,physically and mentally. With a healthy work/life balance, leadership support,reduced private health cover, study leave, volunteering options and acommitment to promoting from within.

Our employees can access wide range of benefits: from our ownproducts (incl. health insurance discounts) to many other products and servicesvia our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spadiscounts to name a few). We reward our people and celebrate their success,provide initiatives that develop careers and look after our people’s health,wellbeing and futures.

What do I need?

You’ll need to be an experienced Senior Service Designer with experienceworking within medium-large enterprise organisations implementing Human CentredDesign. Excellent stakeholder Management skills: Proven strongstakeholder management including selling/influencing stakeholders on the valueof customer led decision making and delivery.

AboutBupa Asia Pacific

Bupa isan international healthcare group which has been committed to a purpose ofhelping people live longer, healthier, happier lives and making a better worldfor more than 70 years.

BupaAsia Pacific operates in Australia, New Zealand and Hong Kong, supporting about6.5 million customers through a broad range of health and care servicesincluding health insurance, aged care, dental, medical, optical and hearingservices. Employing more than 20,000 people in the region, we believe that wecan make a real difference to the lives of customers through our values,purpose and the way that we deliver personalised care.

Since 2002, we havereinvested approximately $6 billion in the region, with the Bupa Foundationinvesting more than $34 million to support 130+ health and care projects.

Our people reflectthe diversity of our community.At Bupa,your wellbeing, identity and own story is respected and valued.


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