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?
* Strong service design skills, paired with product design skills/background. Identify and solve customer and business problems, using service design, design thinking and product design approaches and methods.
* Provide direction and set the standard for service design across products and services at Bupa to improve the customer experience.
* Support and inspire others in the team, up‑skilling and training them in service design thinking and methods.
* Generate concepts, proposals and plans for new service propositions, or to evolve and improve existing services.
* As an experienced voice of the customer build advocacy amongst key stakeholders – evangelising the principles and processes of service design.
* Confident leading large projects or programmes of work and task‑managing people within those projects.
* Lead playbacks, support in design critiques and other communities of practice sessions to highlight your discipline’s work, enable constructive feedback and elevate the quality of the craft.
* Help maintain and improve the inherent pillars of our team’s culture; psychological safety, celebrating success and learning from each other.
* 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 it right.
Who are we looking for?
* Service design mindset – take a wide view, look front and backstage, and end to end by default. Identify strategic and user‑focussed opportunities.
* Experience creating customer journey maps, service blueprints, flows and more – know when to use each method.
* Comfortable working with researchers analysing and synthesising research work, uncovering insights from qualitative and quantitative research.
* Navigate a complex business and its journeys across multiple channels, communicating what matters most to customers, colleagues, internal teams and business.
* A strong facilitator who brings together and engages others in workshops and collaborative sessions. Adept at planning, structuring and facilitating cross‑discipline workshops with attendees of varying seniority.
* A champion of the customer while staying in touch with business requirements.
* Set the standard for peers and the organisation.
* Established design thinker with empathy for user needs, willingness to explore ideas and implement a test‑and‑learn approach before launch.
* A great storyteller capable of influencing and encouraging stakeholders and peers to adopt and buy into something unfamiliar.
* Accustomed to working in an FCA regulated business is a bonus.
* Adept in managing complexity across multiple streams of work.
* Knowledgeable across our toolkit that includes Figma and UserTesting.com.
* A champion for accessibility, acknowledging the needs of users with different backgrounds, abilities, cultures and environments.
* A motivator of peers and the ongoing progression of their craft, while identifying new ways to develop skills to keep up with marketplace, industry and technology trends.
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, increasing through length of service, with option to buy or sell
* Bupa health insurance as a benefit in kind
* An enhanced pension plan and life insurance
* Annual performance‑based bonus
* On‑site gyms or local discounts where no on‑site gym available
* Various other benefits and online discounts
Why Bupa
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 of 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.
Seniority level
* Mid-Senior level
Employment type
* Full‑time
Job function
* Information Technology and General Business
Industries
* Hospitals and Health Care and Insurance
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