Senior Service Design Lead - Hybrid, Impact

Bupa; Eccles; Hybrid; GBP 54,000 - 64,000; Full time

Benefits offered by this job

25 days holiday pro rata

Private Medical Health Insurance

Enhanced pension plan

Online discounts

Job summary

Bupa is seeking a Senior Service Designer to join its UK team. This hybrid role requires 2 days per week in the office and offers a permanent, full-time position with a salary aligned to experience.

You will work with a multidisciplinary team to design services that improve customer experiences while meeting business goals. You will craft journey maps and service blueprints, mentor colleagues, and collaborate with researchers within a regulated healthcare context.

Qualifications

• Experience leading end-to-end service design initiatives.
• Ability to create journey maps, service blueprints and flows.
• Experience building relationships with senior stakeholders and cross-functional teams.
• Experience mentoring and coaching designers in a team.
• Proven ability to facilitate workshops and design discussions.

Responsibilities

• Deliver end-to-end service design initiatives that transform how customers access products and services.
• Create visual artefacts (blueprints, process maps, journey maps) to drive shared understanding of strategic vision.
• Build holistic understanding of domain to inform recommendations and decisions.
• Engage with stakeholders across multiple business units to gather perspectives and drive alignment.
• Collaborate with user researchers to validate hypotheses with human-centered, evidence-led design.
• Facilitate cross-functional discussions through structured workshops and mapping sessions.
• Deliver project updates and community-of-practice sessions to share knowledge.
• Balance business requirements with customer needs and technical feasibility.

Skills

Systems thinking

Design thinking

Service design mindset

Stakeholder engagement

Workshop facilitation

Mentoring/coaching

Storytelling

Accessibility advocacy

Tools

Figma

Optimal

Miro

Jira

Confluence

Job description

Bupa is seeking a Senior Service Designer to join its UK team. This hybrid role requires 2 days per week in the office and offers a permanent, full-time position with a salary aligned to experience.

You will work with a multidisciplinary team to design services that improve customer experiences while meeting business goals. You will craft journey maps and service blueprints, mentor colleagues, and collaborate with researchers within a regulated healthcare context.