**Be at the heart of our brave new digital world!**
This means you'll be at the heart of finding better ways to help people live longer, healthier, happier lives and making a better world. Working in such a complex and specialised area brings a huge variety of opportunities for professional and personal growth. Just imagine the impact you could make!
**What's your role?**
Reporting to the Head of Experience Design, the Design Operations Lead is responsible for establishing highly efficient design processes for Bupa's Data & Digital Experience Design Team that generate high-quality research and design outputs. Implementing an ecosystem, or a set of standardised processes, methods, and tools that support Design to scale and deliver efficiently.
This role will take the lead in nurturing our Research, Service & Experience Design and Product Design culture with regular learning events and communications to amplify the value design brings to the business and to celebrate and share our successes. Whilst maximising team engagement & retention by supporting an environment in which people are proud to work - and the best talent is attracted to join.
The Design Operations Lead is critical to building a sustainable world-class design capability and you'll help shape the next chapter in how our customers interact with Bupa to provide them healthier, happier lives.
**What will your day look like?**
- Support the Digital Customer Experience Researchers, Service Designers, Experience and Product Designers embedded across Bupa's Digital & Data initiatives.
- Work with our Digital Customer Experience Research Manager to serialise our research and design process into scalable, efficient, and effective practices through tooling and improved workflows towards common goals.
- Align headcount to our roadmap by thinking about resourcing: who should be doing what and when - all whilst ensuring strategic priorities are being suitably supported by the skills and strengths required to execute.
- Ensure our design teams have the right tools to do their best work in a cost-effective and efficient manner, integrating into our current company tools where appropriate.
- Ensure end-to end integration of research and digital experience functions in the team and ensure harmony between strategy to execution.
- Resourcing, competency and professional development as well as hiring & partnering to meet fluctuating demand for design resources
- Maximise team engagement & retention by supporting an environment where people are proud to work.
- Socialise and establish events and communications to promote design activities, insights, and ideas throughout the company (e.g., Lunch 'n Learn's/Working with our Edison Enterprise learning team)
- Support ongoing optimisation and evangelise our design principles and values
- Help identify what skills are missing in our design team and how to gain them
- Provide professional development support, including building and refining the team's skills matrix, helping team members self-assess Run regular 1:1 meetings with the experience designers & researchers to ensure their wellbeing, motivate and encourage, help track and meet development objectives and provide ongoing feedback.
**What will you bring?**
If some of the skills and experiences outlined below resonate with you, we'd love to hear from you!
- 6+ years of multi-platform digital design or related design experience
- A tertiary qualification in UX design or related field.
- Design Thinking, Human Centred Design, System-Thinking, Experience Design and Research.
- Aligning with Lean Process and Agile ways of working.
- Experience with the entire design lifecycle from concept to delivery and support
- Ability to drive activities to deliver outcomes
- Demonstrated strong emotional intelligence; intimately understanding and empathising with Bupa customers varying journeys and preferences.
- Specialist knowledge of design thinking methodologies, including Ethnography research method, workshop facilitation and various ideations methodologies.
- People management experience and supporting the growth and development of team members
- Working knowledge of a wide range of qualitative and quantitative research methods and techniques (such as usability testing, ethnography, contextual enquiry, creation of user profile personas, journey mapping, surveys, and competitor analysis).
- Have excellent communication skills, including the ability to articulate and formally present creative concepts and rationale to other team members and business stakeholders
- Excellent written and verbal communication skills and ability to clearly articulate complex information and ideas briefly and concisely for a broad audience of stakeholders
- Leveraging specialist knowledge of scrum and Kanban principles into design operations, driving a kaizen culture.
- Understanding how to integrate specialist digital experience methods into scaled agile environments.
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