Service Designer

At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.

We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we. We’re investing in more clinics, better systems and smarter, more connected ways to help our customers.

As we continue to expand our services and invest in innovation, you’ll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before.

Here, your work has purpose, your voice matters and your future is full of possibility.

Just imagine the impact you could make.

- Permanent, Full Time
- Location - Melbourne, VIC

The Purpose Of This Job

At Bupa, our Customer Experience and Design team are passionate about creating experiences that make healthcare and wellbeing simpler, more connected and more human. As a Service Designer, you'll help shape the future of Bupa’s customer experience by understanding end-to-end journeys, uncovering customer needs, and designing connected experiences that align customer priorities with business outcomes.

You'll provide an enterprise view of the customer experience, help teams navigate complex customer challenges, align around customer and commercial priorities, and identify opportunities to improve experiences across channels and business units. Using customer journeys, service blueprints, visual storytelling and experience concepts, you’ll turn insights into action and help influence decisions that improve experiences at scale.

If you're a curious, strategic and customer-obsessed designer who loves tackling complex problems and creating meaningful change, this is an opportunity to make a real impact across one of Australia's most recognised and trusted brands

What You'll Be Responsible For

- Champion the customer: APAC Customer Experience and Design in various forums around the business, whilst advocating for pragmatic Customer-led culture.
- Lead the design of customer experiences that solve complex customer and business problems, connecting touchpoints across products, services, channels & teams to create more seamless experiences.
- Manage multiple projects and deliver on timelines, by leveraging organisational skills and ability to manage various moving parts with a complex network of stakeholders.
- Bring teams together through facilitation, collaboration and co-design activities to build alignment around customer priorities, experience opportunities and delivery decisions.
- Create customer journeys, service blueprints, experience concepts, scenarios and other artefacts that help teams understand customer needs, identify opportunities and make informed decisions.
- Develop, test and refine experience concepts and prototypes to validate assumptions and inform experience direction.
- Identify dependencies, impacts and opportunities across end-to-end customer journeys to drive more connect customer outcomes.
- Continuously and pragmatically 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 to support promotion and delivery of best practice and innovation within the team and for Bupa
- Showcase progress and experience designs and will tell a compelling and consistent story to ensure strong and continued engagement and alignment.

What You’ll Need To Make It Possible

- Experience leading complex CX and experience design initiatives, navigating uncertainty to achieve meaningful customer and business outcomes.
- Tertiary qualification in a relevant discipline or equivalent experience in customer experience, service design, research, strategy or innovation.
- Experience leading and delivering complex customer experience and design discovery initiatives, navigating uncertainty to achieve meaningful customer and business outcomes.
- Strong research and synthesis capability, with experience translating customer and business insights into actionable recommendations.
- Demonstrated ability to understand and communicate complex customer experiences and organisational dependencies through clear and compelling service design artefacts, including customer journeys, service blueprints and experience concept / prototypes.
- Strong visual, written and verbal communication skills, with the ability to simplify complexity and influence stakeholders at all levels.
- Proven ability to build relationships, navigate diverse stakeholder needs and influence customer-led decision making across complex environments.
- Experience planning and facilitating workshops, co-design activities and presentations.
- Ability to create and test experience concepts, prototypes or experiments to test assumptions and inform strategic direction
- Comfortable working within Agile environments and multidisciplinary teams.
- Ability to create and test experience concepts, prototypes or experiments to test assumptions and inform strategic direction

Why You’ll Love It?

At Bupa, our purpose is to help people live longer, healthier, happier lives and make a better world, and we know this starts with delivering our purpose for our people.

Our wellbeing program Viva has been designed to help you to live a healthy and happy life. It includes access to health & general insurance discounts, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks. Through Viva you have access to a range of benefits that will help you to maintain your physical, mental, social, digital, environmental and financial wellbeing. As well as a competitive salary, a range of Bupa benefits and flexible working, you’ll be challenged and encouraged to innovate.

If this sounds exciting, we’d love to hear from you. Let’s shape the future of healthcare, together.

At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.

We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.

We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.