Job Description:
Lead Service Designer
Hybrid working - Bupa Place/ Angel Court
Up to £65k depending on experience
Permanent
Full time, 37.5 hours per week
About the role.
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.
As an experienced design lead you will have deep domain expertise across service and product design. You will lead projects, establish service design at Bupa and mentor other team members. 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 will line manage a group of designers and provide mentorship and support to facilitate development, encourage growth and foster a culture of care and candour.
What will you be doing?
1. You will have strong service design skills, paired with product design skills/background. You will identify and solve customer and business problems, using service design, design thinking and product design approaches and methods.
2. You’ll provide direction and set the standard for service design across products and services at Bupa to improve the customer experience.
3. Support and inspire others in the team, up-skilling and training them in service design thinking and methods.
4. Generate concepts, proposals and plans for new service propositions, or to evolve and improve existing services.
5. As an experienced voice of the customer you’ll build advocacy amongst key stakeholders - evangelising the principles and processes of service design.
6. You will be confident leading large projects or programmes of work and task managing people within those projects.
7. You will lead playbacks, support in design crits and other communities of practice sessions to highlight your discipline’s work, enable constructive feedback and elevate the quality of the craft.
8. Helping to maintain and improve the inherent pillars of our team’s culture; psychological safety, celebrating success, and learning from each other.
9. Confident mediation across the demands of a business, the needs of the customer and the feasibility of the tech stack to design the right thing and design the thing right.