Job Description:

Senior Service Designer
Salary: Up to £55,000 depending on experience
Location status: Hybrid Working - some office attendance for workshops required
Location: Bupa Place or Angel Court
Permanent/fixed term contract: Permanent
Shift pattern: Full time (37.5 hours per week)

We make health happen

At Bupa, our purpose is simple: to help people live longer, healthier, happier lives and make a better world. As a Senior Service Designer, you'll play a hands‑on role in turning that purpose into everyday experiences that feel easy, supportive and human. You'll sit within a passionate, multi‑disciplinary experience design team-user researchers, product designers, content designers and design operations-working together in an agile way to create digital experiences that balance customer needs with business goals. You'll help establish service design at Bupa, lead projects as the voice of the customer, mentor other designers, and champion accessibility so our services work for everyone.

Key Responsibilities

• Lead service design across products and services to improve end‑to‑end customer journeys (front and backstage).
• Identify and solve customer and business problems using service design, design thinking and product design methods.
• Generate concepts and proposals for new service propositions, and evolve existing ones.
• Build advocacy with senior stakeholders-championing service design principles and practices.
• Lead projects and task‑manage multidisciplinary teams; contribute to playbacks and design crits to elevate craft quality.
• Mentor peers, support up‑skilling in service design, and nurture team culture-psychological safety, celebrating success, and learning together.
• Mediate across business needs, customer insight and technical feasibility to design the right thing-and design the thing right.

What We're Looking For

• A service design mindset: you look across whole services end‑to‑end, then zoom into the right areas for deeper analysis.
• Experience creating customer journey maps, service blueprints and flows-and knowing when to use each.
• Confidence working with researchers to analyse and synthesise qualitative and quantitative insight.
• Strong facilitation skills to engage colleagues in workshops and collaborative sessions.
• A design thinker with empathy, storytelling skills and a test‑and‑learn approach.
• Comfortable influencing senior stakeholders; adept at managing complexity across multiple streams of work.
• Familiarity with FCA‑regulated environments (Financial Conduct Authority) is a bonus.
• Practical knowledge of tools like Figma and UserTesting.com; a champion for accessibility and inclusive design.

Benefits

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.

Joining Bupa in this role you will receive the following benefits and more:

• 25 days' holiday (increasing with service) with the option to buy or sell days.
• Bupa health insurance (benefit in kind).
• Enhanced pension plan and life insurance.
• Onsite gyms or local discounts where no onsite gym is available.
• A wide range of 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.

If you require information regarding this role in an alternative format, please email: careers@bupa.com

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