Bupa is seeking an experienced Design Lead to join our Health Insurance Operations & Enablement team on a fixed-term contract through to January 2027.

Reporting to the Design Practice Manager, you will play a key role in Bupa's Apollo CRM transformation program, helping shape and deliver future customer and consultant experiences across assisted and digital channels. This is an opportunity to work on a high-profile transformation initiative while partnering with Product Owners, delivery teams, and business stakeholders to drive meaningful customer and business outcomes.

While initially offered as a fixed-term opportunity, the role provides exposure to a strategic program with potential future opportunities as the team continues to evolve.

The Opportunity

As the Design Lead, you will lead discovery, customer experience, and service design activities across CRM transformation initiatives and ongoing enhancements. You will facilitate workshops, conduct user research, map customer journeys, and translate insights into practical solutions that improve both customer and employee experiences.

Working within a collaborative transformation environment, you will help ensure customer-centred design principles are embedded across the Apollo program and broader CRM ecosystem.

Key Responsibilities

• Lead discovery and design activities across CRM transformation initiatives
• Facilitate workshops, stakeholder engagement sessions, and user research activities
• Develop customer journeys, personas, service blueprints, and future-state experiences
• Apply human-centred design and design thinking methodologies to solve business and customer challenges
• Analyse customer feedback, research, and operational data to identify opportunities for improvement
• Support prototyping, testing, validation, and implementation activities
• Collaborate with business, operational, risk, policy, legal, and delivery stakeholders
• Support business readiness, adoption, and go-live activities
• Maintain key design artefacts and documentation
• Contribute to continuous improvement and CRM enhancement initiatives

About You

You are a customer-focused design professional who enjoys solving complex problems and influencing outcomes across large organisations.

You will bring:

• Experience in Customer Experience, Service Design, UX, Human-Centred Design, or Continuous Improvement roles
• Strong experience leading discovery and design activities from concept through to implementation
• Workshop facilitation, stakeholder engagement, and customer research experience
• Proven ability to create customer journeys, personas, service blueprints, and future-state designs
• Strong analytical, problem-solving, and insight-generation capabilities
• Experience applying Design Thinking, Human-Centred Design, Agile, Lean, or similar methodologies
• Excellent communication and stakeholder management skills
• Ability to work autonomously while collaborating across multidisciplinary teams

Highly Desirable

• Experience supporting CRM transformation or CRM platform implementations
• Exposure to Salesforce, Dynamics CRM, or similar enterprise CRM platforms
• Experience working within large-scale transformation programs
• Experience in Health Insurance, Financial Services, Healthcare, Retail, Telecommunications, or other customer-focused industries
• Knowledge of change management and business readiness practices

Why Join Bupa?

• Attractive salary package
• Hybrid working model
• Opportunity to work on a major CRM transformation program
• Collaborative and supportive team culture
• Access to Bupa health and wellbeing benefits
• Work alongside experienced design, product, and transformation professionals
• Make a meaningful impact on customer and employee experiences

Our Commitment

Bupa values diversity, inclusion, and fair outcomes for customers. We encourage applications from all backgrounds, including First Nations peoples, veterans, people with disabilities, and LGBTQIA+ communities. Adjustments during the recruitment process can be supported.

• Lead discovery and design activities across CRM transformation initiatives
• Facilitate workshops, stakeholder engagement sessions, and user research activities
• Develop customer journeys, personas, service blueprints, and future-state experiences
• Apply human-centred design and design thinking methodologies to solve business and customer challenges
• Analyse customer feedback, research, and operational data to identify opportunities for improvement
• Support prototyping, testing, validation, and implementation activities
• Collaborate with business, operational, risk, policy, legal, and delivery stakeholders
• Support business readiness, adoption, and go-live activities
• Maintain key design artefacts and documentation
• Contribute to continuous improvement and CRM enhancement initiatives

• Experience in Customer Experience, Service Design, UX, Human-Centred Design, or Continuous Improvement roles
• Strong experience leading discovery and design activities from concept through to implementation
• Workshop facilitation, stakeholder engagement, and customer research experience
• Proven ability to create customer journeys, personas, service blueprints, and future-state designs
• Strong analytical, problem-solving, and insight-generation capabilities
• Experience applying Design Thinking, Human-Centred Design, Agile, Lean, or similar methodologies
• Excellent communication and stakeholder management skills
• Ability to work autonomously while collaborating across multidisciplinary teams
• Experience supporting CRM transformation or CRM platform implementations
• Exposure to Salesforce, Dynamics CRM, or similar enterprise CRM platforms
• Experience working within large-scale transformation programs
• Experience in Health Insurance, Financial Services, Healthcare, Retail, Telecommunications, or other customer-focused industries
• Knowledge of change management and business readiness practices

• Experience in Customer Experience, Service Design, UX, Human-Centred Design, or Continuous Improvement roles
• Strong experience leading discovery and design activities from concept through to implementation
• Workshop facilitation, stakeholder engagement, and customer research experience
• Proven ability to create customer journeys, personas, service blueprints, and future-state designs
• Strong analytical, problem-solving, and insight-generation capabilities
• Experience applying Design Thinking, Human-Centred Design, Agile, Lean, or similar methodologies
• Excellent communication and stakeholder management skills
• Ability to work autonomously while collaborating across multidisciplinary teams
• Experience supporting CRM transformation or CRM platform implementations
• Exposure to Salesforce, Dynamics CRM, or similar enterprise CRM platforms
• Experience working within large-scale transformation programs
• Experience in Health Insurance, Financial Services, Healthcare, Retail, Telecommunications, or other customer-focused industries
• Knowledge of change management and business readiness practices