Service Designer

About the role

Bupa's Customer Experience and Design team in Melbourne is looking for a Service Designer to shape the future of its customer experience. You will understand end-to-end journeys, uncover customer needs and design connected experiences that align customer priorities with business outcomes. The role provides an enterprise view of the customer experience, helps teams navigate complex challenges and identifies opportunities to improve experiences across channels and business units.

Key responsibilities

• Advocate for a pragmatic, customer-led culture in APAC forums and champion the customer.
• Lead the design of customer experiences that solve complex problems, connecting touchpoints across products, services, channels and teams.
• Manage multiple projects and deliver on timelines with a complex network of stakeholders.
• Facilitate collaboration and co-design to build alignment around customer priorities and delivery decisions.
• Create customer journeys, service blueprints, experience concepts, scenarios and other artefacts.
• Develop, test and refine prototypes to validate assumptions and inform experience direction.
• Identify dependencies and opportunities across end-to-end journeys and balance desirable, commercially viable and feasible outcomes.
• Keep up with design trends and competitor information, and share progress and designs with a consistent story.

Required profile

• Experience leading complex CX and experience design initiatives.
• Tertiary qualification in a relevant discipline or equivalent experience in customer experience, service design, research, strategy or innovation.
• Experience leading discovery initiatives and turning customer and business insights into actionable recommendations.
• Proven ability to build relationships, navigate diverse stakeholder needs and influence customer-led decision making.
• Experience planning and facilitating workshops, co-design activities and presentations.

Required skills

• Strong research and synthesis, and clear communication of complex experiences through service design artefacts.
• Strong visual, written and verbal communication skills.
• Ability to create and test experience concepts, prototypes or experiments.
• Comfortable working in Agile environments and multidisciplinary teams.

What we offer

• Competitive salary and a range of Bupa benefits.
• The Viva wellbeing program, including health and general insurance discounts, education sessions and preventative screening.
• Flexible working.