Help transform the health of millions of people! If you’re into solving complex problems, creating seamless and personalised customer journeys, and are passionate about health, we’d love to hear from you! You could be part of the team working to transform the health of Bupa customers.The bigger the challenge, the greater the reward – with a supportive team, the backing of a global organisation and endless opportunity to realise your potential and positively impact the lives of millions of people, you really will be at the heart of it! What's your role? The role of a Senior Service Designer at Bupa is to champion the customer and help build a customer-led culture, through the pragmatic application of Human Centred Design methods. A Senior Service Designer will design across the end-to-end experience for our customers, delivering key insights, identifying strategic opportunity areas and recommendations, that align with our broader customer strategy, so that our business has a coherent and holistic view of customer experience. What will your day look like?
1. Lead the design process, collaborating with cross-functional teams and Agile squads to solve customer problems and deliver a connected, seamless customer experience by orchestrating our many product and service touchpoints – with a particular focus on connecting the channel experience across Bupa Australia, working with a cross-functional teams – enabling Bupa to become the most customer centric healthcare company in the world.
2. Represent Service Design in various forums around the business – whilst advocating for pragmatic customer-led culture.
3. Manage multiple projects and deliver on timelines, by leveraging organisational skills and ability to manage various moving parts with a complex network of stakeholders.
4. 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.
5. 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).
6. Contribute to best practice HCD knowledge sharing – by advocating the design process broadly throughout the business, as Bupa seeks to uplift its HCD capability.
7. Continuously and pragmatically maintain a balance between desirable customer experience, commercially viable and organisationally feasible outcomes through strong design & stakeholder facilitation.
8. Stay across leading and emerging design trends, competitor and comparator information across the industry and global customer experience marketplace to support promotion and delivery of best practice and innovation within the team and for Bupa.
9. Demonstrate financial awareness in the context of project outcomes, focusing on benefits and measurements of solutions to deliver.
10. Showcase progress and experience designs and will tell a compelling and consistent story to ensure strong and continued engagement and alignment.
What will you bring?
11. Large / medium enterprise experience implementing Human Centred Design
12. Experience working in an Agile way of working
13. Experience in a digital, strategic design & innovation agency or consultancy
14. Comfort working within an ambiguous landscape
15. 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
16. Proven record (or portfolio) navigating and delivering complex and difficult projects
17. Stakeholder Management: Proven strong stakeholder management including selling/influencing stakeholders on the value of customer led decision making and delivery
18. Strong project management skills with experience working across strategy and operations
19. Experience in leading the planning and facilitation of presentations and workshops with stakeholders
20. Demonstrated ability to communicate customer research, strategy and design in a way that acknowledges commercial overlay
21. 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!