Be at the heart of our brave new digital world!

We thrive on cross-functional team collaboration, we embrace experimenting, and we work with progressive methods and tools. This includes leveraging agile ways of working and keeping human-centered design thinking the focus of everything we do.

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 customer-focused and rewarding area brings a huge variety of opportunities for professional and personal growth.  

Our global mission is to help our customers live healthier and happier lives. Just imagine the impact you could make!  

What’s your role?

As a Senior Experience Researcher, you will be an integral part of Bupa’s customer revolution by driving projects with high strategic value and working on design research relating to Bupa Health Insurance’s digital experiences. You will facilitate and unlock insights as inputs that continue to improve Bupa’s product and service offerings. 

You’ll be responsible for understanding and defining the needs and behaviours of customers and for working with product teams and, key sponsors & stakeholders to see your insights drive features that serve the needs of our users across our products and services. This role is responsible for the following main areas: 

User Research – Ethically learn and understand our customer's needs through their intent and behaviour and be the voice of the customer. 

Research Quality Management – Responsible for successfully applying quantitative and qualitative research approaches of the team. Ensuring methods extract accurate facts and insights. 

Research Leadership & Planning – Drive and manage research planning and the activities associated with each research project.

Research is foundational in providing information to base customer experience across all channel products and services. As a Senior Design Researcher within the Digital Health Insurance team, you’ll help shape the next chapter in how our customers interact digitally with Bupa to provide them healthier, happier lives. 

The Senior Design Researcher is critical to building a sustainable world-class user-research capability.

What will my day involve?

• Ethically learn and understand our customer's needs through their intent and behaviour and be the voice of the customer through specialist knowledge of design research methodologies, including primary and secondary research. And the ability to explore mixed methods to extract accurate facts and insights.
• Contribute to research best practices and supports designers and other stakeholders to ensure successful and ethical deliveries. 
• Responsible for the successful application of quantitative and qualitative research approaches.
• Be responsible for designing appropriate research activities whilst maintaining collaboration and alignment with different business areas and stakeholders.
• Supporting experience deliveries to encapsulate a good balance of the three experience lenses of Desirability, Viability and Feasibility. 
• Working closely with relevant stakeholders to ensure inclusions of other data [e.g., analytics] in opportunities identifications.
• Actively contributes findings and customer insights through regular research playback with effective communications and ethical representation of customer's story.
• Challenge established thinking processes and methods and creatively experiment with new ways to identify and solve real problems. Research quality management Responsible for successfully applying quantitative and qualitative research approaches of the team. Ensuring methods extract accurate facts and insights. 
• Understand of strengths and shortcomings of different research methods, including when and how to apply them during each product development phase.
• Democratising research efforts and teaching other PMs and designers how to conduct quality research.
• Be a role model for the quality of research work we strive for at Bupa's; Help builds a positive culture, and ensure the team is growing in their craft.
• Ensuring responsible/ethical research and elimination to extract accurate facts and insights.
• Contribute to research best practices and supports designers and other stakeholders to ensure successful and ethical deliveries. Research leadership and planning Drive and manage research planning and the activities associated with each research project. The developing experience led to roadmaps, milestones, and plans. 
• Support easily retrieving prior research and insights and feed that into current research projects.
• Model and govern our taxonomies and fields to enable easily searchable, segmented and retrievable data and insights. Coaching & Mentoring This role will take the lead in nurturing our user research culture with regular learning events and communications to amplify the value digital experience brings to the business and 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.
• Identify the missing skills in our research team and how to gain them. 
• Support ongoing optimisation and evangelise our digital experience principles and values.
• Maximising team engagement & retention by supporting an environment where people are proud to work.
• Socialising and establishing events and communications to promote design activities, insights, and ideas throughout the company (e.g., lunch n learns sessions). You may also carry out any other duties reasonably requested by Bupa from time to time.

What will I bring?

• 5+ years in UX or Design Research with a clear representation of work case studies.
• At least 1+ years of experience working with Research Repositories.
• Ability to plan, scope, recruit, conduct, analyse, report, and communicate research confidently and independently.
• Extensive experience using a variety of different online research platforms on a variety of devices [desktop, mobile and tablet]
• Excellent written and verbal communication skills and ability to clearly articulate complex information and ideas briefly and concisely for a broad audience of stakeholders
• A tertiary qualification in social science, psychology/behavioural science, UX design, anthropology, or related field. Successfully complete at least one Research Methods unit.
• Specialist knowledge of design thinking methodologies, including Ethnography research method, workshop facilitation and various ideations methodologies.
• Experienced in user testing remote or online, range of advanced UX research methods, including prototype testing, concept testing, contextual inquiry, surveys, competitor analysis, IA, and sitemaps.

What’s in it for you 

We reward our people and celebrate their success. From providing initiatives that develop careers to looking after our people’s health, wellbeing and futures. Through the Viva Healthier and Happier program,we’re providing health benefits for everyone who works at Bupa, no matter their role. We want to support our people to be the healthiest and happiest versions of themselves.