Why Bupa Bupa is an international healthcare group committed to a purpose of longer, healthier, happier lives and making a better world for more than 70 years. In Australia and New Zealand, Bupa supports more than 5 million customers through a broad range of health and care services including health insurance, aged care, rehabilitation, dental, optical, medical, hearing and medical visa services.
The Opportunity Bupa's Health Care Management team aspires to be the trusted and preferred partner for Health Care Providers. As a Senior Designer Service and Strategy, you will shape the future of how our providers interact with Bupa, ensuring they have the best tools and experiences to support their work. Your leadership in strategic design will identify and solve for complex problems that align with our strategic goals. By fostering a world-class design capability, you will play a pivotal role in building a sustainable and innovative future for Bupa and its providers.
Reporting to the Head of Provider Experience in Health Care Management, you will be at the forefront of creating cohesive experience systems by understanding the broader perspective of experience journeys, patterns, and cycles. Your role is crucial in avoiding off-strategy decisions and optimizing scaled experience alignment. You will drive high-value strategic projects and conduct design research to enhance Bupa Health Insurance's provider experiences. By unlocking insights, you will continuously improve Bupa's relationships and service offerings, ensuring the overall connectivity and cohesion of our provider experiences.
This is a permanent full-time position, based in the Melbourne office. Bupa offers hybrid working arrangements and you can work from the office or from home.
How will you make an impact? In this role, you will apply insights to create accessible, sustainable, and innovative solutions, designing the best experiences for our providers. Your expertise in business design and prioritization will guide confident decisions, leveraging your understanding of provider and customer needs, industry trends, and market forces.
You will add value by:
Holistic Design Leadership: Lead holistic approaches to product, service, and system design, ensuring alignment with strategic goals and delivering sustainable future value.Systems Thinking Expertise: Utilize your expertise in systems thinking, futures, or strategic foresight to identify root causes and simulate mental models.Service Blueprinting and Mapping: Build service blueprints, system maps, and customer journeys, supporting the execution of product or service delivery with a digital and/or omnichannel focus.Research-Led Experience Design: Oversee and guide research and experience design, using a wide range of qualitative and quantitative methods to identify customer needs and deliver actionable insights.Collaborative Experience Design: Collaborate with the Bupa Design community to define and embed design conventions, standards, and patterns, ensuring consistency and coherence across the organization.Strategic Decision-Making: Direct decisions confidently, leveraging an understanding of customer and provider needs, industry trends, and market forces, and using sense-making tools to address ambiguity or emergencies.About You To be considered for this role you will have:
5+ years' experience delivering impact with design and systems-thinking methodologies, tackling large-scale, systemic design challenges.A strong grasp of accessibility, design thinking, and human-centered design (HCD) methodologies.Previous experience working in the Australian healthcare legislative and regulatory environment, giving you a solid understanding of the industry's challenges and opportunities.Demonstrated strong emotional intelligence, understanding and empathizing with the diverse journeys and preferences of Bupa customers and providers.Initiative with a self-starter attitude to drive outcomes with resilience and sound judgement, leveraging intellectual curiosity to deliver impact.Proven background in data and research to optimize performance and inform design decisions.Excellent written and verbal communication skills, clearly articulating complex information and ideas concisely for a broad audience of stakeholders.What's in it for you As well as a competitive salary, a range of Bupa benefits and flexible working/work from home arrangements, you'll be encouraged to innovate. You will be collaborating with various teams to deliver exceptional experiences. You will have the opportunity to further learn and develop with excellent internal development courses available and a supportive, career development environment. We trust, respect and consider everyone, knowing your difference will make the difference.
To learn more about working at Bupa please visit our website: www.bupa.com.au/careers At Bupa, we are striving to create and sustain a safe and inclusive workplace. We welcome applicants from all cultural backgrounds, genders, and abilities. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.
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