Senior Service Designer

Bupa; City of Westminster; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days holiday pro rata

Private medical health insurance

Enhanced pension & life insurance

Employee discounts

Job summary

Bupa is seeking a senior service designer to lead end-to-end initiatives that reshape how UK customers access health products and services. You will create journey maps and blueprints, driving a shared understanding of strategy across multiple business units.

You will collaborate with researchers, designers, product managers and engineers in an agile environment, mentoring peers and strengthening the experience design community. The role emphasizes accessibility and human-centred problem solving.

Qualifications

• Established design thinker with empathy for user needs, and a test-and-learn approach before launch.
• Confident in engaging stakeholders across different business units with varying knowledge of service design principles.
• Experience creating journey maps, service blueprints, flows and other artifacts, with sense of when to apply each method.
• Skilled in navigating complex business areas with multiple journeys to identify key opportunity areas.

Responsibilities

• Deliver end-to-end service design initiatives that transform how customers access products and services.
• Create visual artefacts (blueprints, maps) to drive shared understanding of strategic vision.
• Collaborate with product designers, researchers and engineers to balance user needs with feasibility.
• Facilitate cross-functional workshops (problem-framing, journey mapping, process mapping).
• Mentor and coach other designers and contribute to communities of practice.

Skills

Service design

Stakeholder management

Workshops facilitation

Collaboration with user researchers

Storytelling & influence

Tools

Figma

Miro

Jira

Confluence

Job description

You'll sit alongside a passionate and talented multi-disciplinary experience design team, made up of user researchers, product designers, content designers and design operations, who are focused on creating the best digital experiences for Bupa's customers in the UK. You'll have excellent domain expertise across service and product design. You will lead projects and play a part in establishing service design at Bupa. You will work collaboratively in an agile environment to create positive experiences that are easy to use and balance the needs of Bupa's customers with its business goals. You will also build strong relationships with senior stakeholders, collaborators and other design team members. You'll be key member of the service design community of practice contributing to peer feedback sessions and using your experience to mentor and coach other designers in the team. How you'll help us make health happen:

• Deliver end-to-end service design initiatives that transform how our customers access our products and services.
• Create visual artefacts, including blueprints, process maps and journey maps, to drive a shared understanding of the strategic vision for new and existing services.
• Build a holistic understanding of the domain and problem space to make informed recommendations and guide decision-making.
• Engage with stakeholders across multiple business units to gather perspectives, determine priorities and drive alignment.
• Collaborate closely with user researchers to validate hypotheses and ensure services are designed with a human-centred, evidence-led approach.
• Facilitate cross-functional discussions through appropriate workshop frameworks, including problem-framing, journey mapping and process mapping.
• Deliver project playbacks, design crits and other communities of practice sessions to support knowledge-share and elevate the work.
• Balance business requirements with customer needs and technical feasibility to guide the customer experience.
• Contribute to team culture across our core values: psychological safety, celebrating success and learning from each other.
  Service design mindset - when approaching a problem you take a wide view, looking front and backstage, and end to end by default, with a systems-thinking approach.
• Established 'design thinker' with empathy for user needs, a willingness to explore ideas and implement a 'test and learn' approach before launch.
• Confident in engaging stakeholders across different business units with varying knowledge of service design principles.
• Experience creating journey maps, service blueprints, flows and more - paired with an understanding of when to use each method.
• Comfortable collaborating with product designers, user researchers, product managers, engineers and other teams to work towards shared goals - in particular, within a product operating model.
• Skilled in navigating complex business areas with multiple journeys to identify and communicate key opportunity areas to the wider teams.
• Experienced facilitator who can bring together and engage others in your service design work through workshops and collaborative sessions.
• A champion of the customer throughout whilst staying in touch with the business requirements.
• Strong storytelling skills, capable of influencing and encouraging stakeholders and peers to adopt and buy into something that was previously unfamiliar.
• A champion for accessibility who acknowledges the needs of users with different backgrounds, abilities, cultures, and environments.
• Motivated and passionate about the value of service design and able to advocate across the wider organisation, while supporting development within the experience design team.
• Accustomed to working in an FCA regulated business is a bonus.
• Knowledgeable across our toolkit that includes Figma, Optimal, Miro, Jira and Confluence.
  We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences. Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits. You'll receive the following benefits and more:

• 25 days holiday pro rata, increasing through length of service, with option to buy or sell.
• Private Medical Health Insurance
• An enhanced pension plan and life insurance
• Various other benefits and online discounts