Propositions Design Manager

Location: Brighton

Job Description:

Propositions Design Manager Bupa Angel Court (1 Angel Court, London, EC2R 7HJ
)Bupa Victory House (Trafalgar Place, Brighton, East Sussex, BN1 4FY
)Bupa Place (102 The Quays in Salford, England M50 3SP
)Can be based out of any of the above offices

Full Time Permanent - 35 hours per week

From £58,700 dependent upon experience and qualifications

Hybrid Working (1-3 days per week in office)(Grade C16 - for internals candidates)
We make health happen

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.

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

How you'll help us make health happen:

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.

You'll 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 you'll build advocacy amongst key stakeholders - evangelising the principles and processes of service design.

You will be confident leading large projects or programmes of work and task managing people within those projects.

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.

Helping to 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 the thing right.

Lead and support user research activities, ensuring insights from qualitative and quantitative research meaningfully inform service and product design decisions.

What you will need:

Service design mindset - when approaching a problem you take a wide view, looking front and backstage, and end to end by default. You are then able to identify specific areas of opportunity for more detailed analysis, both strategic (supporting commercial goals, balancing feasibility with desirability) and user-focussed, ensuring a human-centred approach.

Experience contributing to and shaping user research activities, with the ability to translate research findings into clear insights, opportunities and design direction.

Experience creating customer journey maps, service blueprints, flows and more - paired with an understanding of…