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The Opportunity:

Reporting to the Chapter Lead – Head of CRM Experience Design, this role will be responsible for supporting key activities related to the design and delivery of new CRM capabilities and enhancements, either as part of HUB initiatives, Foundations Transformation l, or though the ongoing improvement of the Apollo Platform. 

The role will be required to support the Senior Product Owner and Initiative Owner in design team activities, including discovery activities (current state and future state workshops, customer and consultant journey mapping, personas, ideation, prototyping & testing) and activities to support Business Go Live & Adoption.

In this role, you’ll take responsibility to create great experiences using the Design Methodology. You’ll collaborate closely with stakeholders across the business to run discovery workshops, map customer journeys, and ensure the design process delivers CRM solutions that align with our consultants and customer's needs. Your work will ensure our CRM systems are optimized for efficiency and customer satisfaction. 

The role will include significant stakeholder engagement and management activities, collaborating closely with the Workstream and Initiative Owner, other Delivery teams working on initiatives, as well as business stakeholders across CBO, Policy, Legal, Portfolio Teams, IS, CEP, and HCM.

What You’ll Be Doing

Here's what you can look forward to in this role:

• Work closely to support the Apollo Product Owners and Hub Initiative Owners on all key discovery and design activities related to defining the future state experience for customers and consultant engaging with Bupa across both assisted and unassisted channels. This includes (but not limited to), base-lining current state, design and execution of the field research approach for user observations and interviews, designing and facilitating cross functional workshops
• Collaborate closely with Apollo Product Owners and Hub Initiative Owners on discovery and design activities, defining the future customer and consultant experience across assisted channels. Lead design workshops and user research as needed. 
• Lead the design of HUB and foundations initiatives to enable the ideal customer and consultant experience in line with future state goals.  
• Represent the Apollo Design Team in workshops and forums, ensuring alignment with business needs and integration of design requirements within the broader transformation program.  

What You’ll Bring

To succeed in this role, you’ll ideally have:

• Preferred degree qualified or appropriate business qualifications and/or experience 
• Excellent planning and execution skills, with strong time management ability 
• Experience in applying agile, Lean, Design methodology, human-centred design
• Experience in a customer / consultant experience or service design role or leading continuous improvement programs within large operational service environments 
• Demonstrated ability to plan and manage delivery of complex business projects with customer/people/financial outcomes, from design to implementation 
• Demonstrated ability to effectively manage and influence stakeholders 
• Demonstrated ability to communicate effectively through a variety of channels and mediums, including through presentations, written, verbal etc 
• Highly motivated self-starter, with the ability to work autonomously and as part of a team to deliver outcomes 

We’ve Got You Covered

At Bupa, care is at the heart of everything we do — for our customers and our people. We want you to thrive, so our global wellbeing program supports every aspect of your health: physical, mental, financial, and beyond.

Here’s just a taste of what you’ll enjoy:

• We take care of your health insurance with fully subsidised Bupa cover.
• Big discounts on travel, car, home, dental, optical & more
• Perks from partners like Apple, JB Hi-Fi, Endota Spa & New Balance
• Extra annual leave day just for your wellbeing
• A paid volunteer day each year to give back