Service Designer

About the role

Bupa Acıbadem, an integrated healthcare services company in Turkey, is looking for a passionate Service Designer to help shape customer-centric experiences. The role covers end-to-end digital and physical customer experience projects, from journey mapping to benchmarking and improvement.

Key responsibilities

• Manage end-to-end digital and physical customer experience projects
• Analyze customer feedback across all channels and conduct local and global CX benchmarking
• Design and map customer journeys across mobile, web and all touchpoints
• Measure and track CX KPIs such as NPS, CSAT and CES, and work cross-functionally to implement improvements
• Facilitate workshops and collaborate with researchers to turn qualitative and quantitative insights into action
• Share insights from benchmarking and develop projects based on findings

Required profile

• University degree, preferably in Business, Engineering, Marketing or a related field
• At least 4 years of experience in Customer Experience and Service Design, with a proven ability to design and improve end-to-end customer journeys
• Strong service design skills combined with a product design or research background
• Experience creating customer journey maps, service blueprints and flows
• Comfortable balancing user empathy with business requirements and navigating complex, multi-channel journeys

Required skills

• Service design, design thinking and product design methods
• Customer journey mapping and service blueprinting
• Familiarity with Miro, Figma and Pisano
• Able to lead projects and mediate between business demands, customer needs and technological feasibility

What we offer

• Hybrid, remote and in-office flexible working
• Retirement plan, private health insurance for family members and personal accident insurance
• Birthday leave, transportation and meal allowance
• Access to flexi benefits, digital health solutions and continuous learning through Bupa Academy
• Viva Wellbeing programmes, sports teams, community initiatives and a global recognition programme