Service Designer

Bupa Türkiye; Maltepe; Hybrid; TRY 180,000 - 280,000; Full time

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.

Skills

Customer Experience

Service Design

Design Thinking

Product Design

Research Background

Stakeholder Collaboration

Journey Mapping

CX KPIs (NPS CSAT CES)

Multi-Channel Experience

Digital & Physical CX

Education

University degree (Business/Engineering/Marketing or related)

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 transparent, supportive, and trust-based work environment: A strong culture where teams believe in the same purpose, support each other, and succeed together
• People and culture-driven flexible working model: Hybrid, remote, and in-office options aligned with global ways of working
• Your health—and your loved ones’—matters to us: Employer-sponsored retirement plan, private health insurance covering family members, and personal accident insurance
• Time for yourself: Birthday leave
• Everyday support: Transportation and meal allowance
• Flexible benefits tailored to your needs: Access to the senCard Flexi benefits world
• Digital health solutions: Access your health anytime, anywhere with Blua
• Continuous learning opportunities: A growth journey supported by Bupa Academy
• A holistic wellbeing approach: Viva Wellbeing programs supporting your physical, mental, social, and environmental wellbeing
• An active lifestyle: Opportunity to join sports teams across different branches
• Communities that bring us together: Opportunities to join initiatives such as our Book Club and connect with colleagues around shared interests
• We celebrate success together: Your contributions are recognized and celebrated globally through the Best of Bupa award program
• Creating a better world together: Opportunities to take part in social impact and volunteering projects