Hybrid Healthcare Service Designer | CX & Journey Expert

Bupa Türkiye

Maltepe

Hybrid

TRY 180,000 - 280,000

Full time

14 days+

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Benefits offered by this job

Hybrid, remote and in-office options

Health insurance

Retirement plan

Birthday leave

Transportation & meal allowance

SenCard Flexi

Blua health access

Bupa Academy learning

Viva Wellbeing program

Best of Bupa award

Job summary

Bupa Türkiye is seeking a passionate Service Designer to enhance end-to-end customer experiences across digital and physical touchpoints. You will lead service design initiatives, map journeys, and collaborate with researchers to translate insights into impactful improvements.

The role requires experience in CX, service design, and a strong ability to influence stakeholders through storytelling and a test-and-learn mindset.

Qualifications

University degree (preferably in Business, Engineering, Marketing , or related field).
Minimum 4 years of experience in Customer Experience and Service Design, with a proven ability to design and improve end-to-end customer journeys and services.
Strong service design skills combined with product design or research background. Able to identify and solve customer and business problems using service design, design thinking, and product design methods.
Acts as the voice of the customer, building advocacy among key stakeholders by evangelizing service design principles and processes.
Confident in leading projects and facilitating collaboration among people within those projects.
Skilled at mediating between business demands, customer needs, and technological feasibility to design effective solutions.
Experienced in analyzing customer feedback across all channels to develop strategies for excellent customer experiences.
Proficient in designing and mapping customer journeys across mobile, web, and all touchpoints.
Able to measure, track, and interpret CX KPIs such as NPS, CSAT, CES, and work cross-functionally to implement improvements.
Keeps up with new technologies to create innovative and personalized customer experiences.
Manages end-to-end digital and physical customer experience projects.
Conducts local and global CX benchmarking, shares insights, develops projects based on findings, and tracks progress.

Responsibilities

Service design mindset: Approaches problems holistically, considering frontstage, backstage, and end-to-end perspectives. Identifies strategic and user-focused opportunities for detailed analysis.
Experience creating customer journey maps, service blueprints, flows, and knowing when to use each to improve situations.
Comfortable collaborating with researchers to analyze and synthesize qualitative and quantitative insights.
Navigates complex business areas and multi-channel journeys, effectively communicating key priorities to customers, colleagues, and teams.
Skilled facilitator who engages stakeholders in workshops and collaborative sessions.
Customer champion who balances user empathy with business requirements.
Established design thinker with empathy, willingness to explore ideas, and a test-and-learn approach before launch.
Strong storytelling skills to influence and encourage adoption among stakeholders and peers.
Adept at managing complexity across multiple workstreams.
Familiar with tools like Miro, Figma, and Pisano.