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Senior Service Designer

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Bupa

Jan 25

  • Job
    Full-time
    Senior Level
  • Design
    Product
  • Salford
  • Quick Apply

AI generated summary

  • You must have a service design mindset, expertise in journey mapping, strong storytelling skills, the ability to navigate complex systems, and proficiency in Figma and UserTesting.com.
  • You will solve customer problems, direct service design, inspire team skills, create service concepts, advocate for customer needs, manage projects, and maintain team culture.

Requirements

  • Service design mindset - when approaching a problem you take a wide view, looking front and backstage, and end to end by default. You are then able to identify specific areas of opportunity for more detailed analysis, both strategic (supporting commercial goals, balancing feasibility with desirability) and user-focussed, ensuring a human-centred approach.
  • Experience creating customer journey maps, service blueprints, flows and more - paired with an understanding of when to use each method to understand and improve a specific situation.
  • You are very comfortable working alongside researchers analysing and synthesising research work, uncovering insights from both qualitative and quantitative research.
  • You can navigate complex areas of a business and its journeys across multiple channels. You are then able to communicate what matters most to our customers, colleagues, internal teams and business.
  • Comfortable facilitator who can bring together and engage others in your service design work in workshops and collaborative sessions.
  • A chion of the customer throughout whilst staying in touch with the business requirements.
  • You set the standard for your peers and the organisation.
  • Established ‘design thinker' with empathy for user needs, a willingness to explore ideas and implement a ‘test and learn' approach before launch.
  • Strong storytelling skills, capable of influencing and encouraging stakeholders and peers to adopt and buy into something that was previously unfamiliar.
  • Accustomed to working in an FCA regulated business is a bonus.
  • Adept in managing complexity across multiple streams of work.
  • Knowledgeable across our toolkit that includes Figma and UserTesting.com.
  • A chion for accessibility who acknowledges the needs of users with different backgrounds, abilities, cultures, and environments.
  • A motivator of peers and the ongoing progression of their craft, while identifying new ways to develop skills to keep up with marketplace, industry and technology trends.

Responsibilities

  • You will identify and solve customer and business problems, using service design, design thinking and product design approaches and methods.
  • You'll provide direction for service design across products and services at Bupa to improve the customer experience.
  • Support and inspire others in the team, up-skilling and training them in service design thinking and methods.
  • Generate concepts, proposals and plans for new service propositions, or to evolve and improve existing services.
  • As a voice of the customer you'll build advocacy amongst key stakeholders - evangelising the principles and processes of service design.
  • You will be confident leading projects and task managing people within those projects.
  • You will contribute to playbacks, design crits and other communities of practice sessions to highlight your discipline's work, enable constructive feedback and elevate the quality of the craft.
  • Helping to maintain and improve the inherent pillars of our team's culture; psychological safety, celebrating success, and learning from each other.
  • Confident mediation across the demands of a business, the needs of the customer and the feasibility of the tech stack to design the right thing and design the thing right.

FAQs

Do we support remote work?

Yes, we support remote work in a hybrid format, allowing up to 3 days of working from home.

What is the location of this job?

The job is based at Bupa Place, Salford Quays.

What is the salary range for this position?

The salary for this position is up to £55k, depending on experience.

What are the working hours for this role?

The role is full-time, consisting of 37.5 hours per week.

What type of benefits does Bupa offer?

Bupa offers a range of benefits including 25 days holiday, health insurance, an enhanced pension plan, onsite gyms or local discounts, and various other benefits.

Is line management part of the responsibilities in this role?

Yes, this role may involve line management of other designers.

What qualifications are needed for this position?

Candidates should have strong service design skills, experience in product design or research, and the ability to create customer journey maps, service blueprints, and more.

What is the purpose of the Senior Service Designer role?

The Senior Service Designer plays a key part in establishing service design at Bupa, creating positive customer experiences that align with business goals.

How does Bupa support diversity in its hiring process?

Bupa encourages applications from diverse backgrounds and experiences and offers a guaranteed interview for disabled applicants who meet the minimum criteria for the job.

Are there opportunities for professional development in this role?

Yes, there are opportunities for mentoring, coaching, and professional development within the service design community of practice at Bupa.

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Bupa

Our purpose is helping people live longer, healthier, happier lives and making a better world.

Science & Healthcare
Industry
10,001+
Employees
1947
Founded Year

Mission & Purpose

upa's purpose is helping people live longer, healthier, happier lives and making a better world. We are an international healthcare company serving over 38 million customers worldwide. With no shareholders, we reinvest profits into providing more and better healthcare for the benefit of current and future customers. We directly employ around 85,000 people, principally in the UK, Australia, Spain, Chile, Poland, New Zealand, Hong Kong SAR, Türkiye, Brazil, Mexico, the US, Middle East and Ireland. We also have associate businesses in Saudi Arabia and India.