Service Designer

Bupa Türkiye; Maltepe; Hybrid; TRY 150,000 - 300,000; Full time

Job summary

A healthcare services company in Turkey seeks a passionate Service Designer. The role involves improving customer journeys and service design, requiring 4+ years of experience. Candidates should possess strong service design skills, be adept at stakeholder engagement, and use tools like Miro and Figma. The company offers a hybrid work model and numerous employee benefits.

Benefits

Employer-sponsored retirement plans

Health insurance including family coverage

Birthday leave

Transportation and meal support

Qualifications

• Minimum 4 years of experience in Customer Experience and Service Design.
• Proven ability to design and improve end-to-end customer journeys.
• Skilled at analyzing customer feedback to develop strategies for improvement.

Responsibilities

• Approach problems holistically, identifying user-focused opportunities.
• Create customer journey maps and service blueprints.
• Facilitate stakeholder workshops and collaborative sessions.

Skills

Customer Experience

Service Design

Product Design

Design Thinking

Customer Journey Mapping

Stakeholder Engagement

CX KPIs Measurement

Collaboration

Education

University degree in Business, Engineering, Marketing, or related field

Tools

Miro

Figma

Pisano

Job description

Bupa Türkiye serves as an integrated healthcare services company in line with Bupa's growth strategy in the field of healthcare in Türkiye in parallel to Bupa's global vision.

With the goal of becoming Türkiye's most customer-centric healthcare company with a sustainable approach, Bupa offers the right solutions to its customers, providing them with a positive experience and enabling them and their families to look to the future with confidence.

Bupa focuses on the growth of the sector in Türkiye, developing practices that support both social integrated health awareness and healthy living with different approaches, and delivering its products and services to all segments of society.

We are searching for a passionate ‘Service Designer who is eager to contribute to our business.

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.

WHAT IS EXPECTING YOU?

• A fun and social working environment that prioritizes employee happiness, with a strong company culture and passionate colleagues all working towards the same goal, under a transparent management approach.
• A working model focused on people and culture, in line with global business practices (Hybrid, remote, in-office).
• Employer-sponsored retirement plans and health insurance, including coverage for family members, as well as personal accident insurance.
• Birthday leave.
• Transportation and meal support.
• Benefits of the senCard Flexi advantages world.