Service Designer — End-to-End CX for Health

Bupa; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Viva wellbeing program

Flexible working

Job summary

Bupa is seeking a Service Designer to shape the future of customer experiences across channels. You will understand end-to-end journeys, uncover customer needs and design connected experiences aligned with business outcomes.

You’ll turn insights into action, influence decisions at scale, and collaborate with cross-functional teams to deliver customer-led improvements in a complex environment.

Qualifications

• Experience leading complex CX and experience design initiatives, navigating uncertainty to achieve meaningful customer and business outcomes.
• Strong research and synthesis capability, with ability to translate insights into actionable recommendations.
• Ability to translate customer journeys and service blueprints into concrete design artefacts and prototypes.
• Excellent written and verbal communication, with stakeholder influence across levels.
• Proven ability to facilitate workshops and co-design sessions across multidisciplinary teams.
• Experience working in Agile environments and cross-functional, global teams.

Responsibilities

• Champion the customer in APAC Customer Experience and Design across forums, advocating for customer-led culture.
• Lead design of customer experiences that connect touchpoints across products, services, channels and teams.
• Manage multiple projects with timelines, coordinating a complex network of stakeholders.
• Co-design with teams to align on priorities and delivery decisions based on customer insights.
• Create journeys, blueprints and concepts to help teams understand needs and opportunities.
• Develop and test prototypes to validate assumptions and inform strategic direction.
• Balance desirable customer experience with commercially viable outcomes through facilitation.

Skills

CX design leadership

Workshop facilitation

Agile teamwork

Education

Tertiary qualification in a relevant discipline

Job description

Bupa is seeking a Service Designer to shape the future of customer experiences across channels. You will understand end-to-end journeys, uncover customer needs and design connected experiences aligned with business outcomes.

You’ll turn insights into action, influence decisions at scale, and collaborate with cross-functional teams to deliver customer-led improvements in a complex environment.