Design Lead – CRM Transformation

6-Month Fixed-Term Contract | Hybrid | Victoria or Queensland

Are you an experienced UX professional who thrives on solving complex problems and designing meaningful user experiences?

We're looking for a Design Lead to join our CRM Transformation Program, helping shape the future of customer and employee experiences within a Microsoft Dynamics 365 environment.

This is an exciting opportunity for a confident, hands-on design professional with 5+ years' experience in UX, Product or Service Design who enjoys leading human-centred design activities from discovery through to delivery. You'll work alongside product, technology and business teams to create intuitive, accessible and practical solutions that make a real impact.

About the Role

As the Design Lead, you'll champion human-centred design across a major enterprise transformation program. Working collaboratively with Business Analysts, Product Owners, Technical Specialists, Change Managers and operational stakeholders, you'll uncover user needs, validate requirements and translate complex business challenges into simple, user-focused design solutions.

You'll lead design activities across the full design lifecycle—from research and discovery through to prototyping, testing and delivery—ensuring customer and employee needs remain at the centre of every decision.

What You'll Be Doing

• Lead end-to-end human-centred design activities across the CRM transformation program.
• Conduct user research, stakeholder interviews, journey mapping and usability testing.
• Facilitate workshops, co-design sessions and design playback sessions with cross-functional teams.
• Create user flows, journey maps, service blueprints, wireframes and interactive prototypes.
• Translate research insights and business requirements into practical, user-centred design solutions.
• Collaborate closely with Product, Technology, Business Analysis and Change teams to deliver high-quality outcomes.
• Advocate for accessibility, usability and inclusive design principles throughout the project.
• Present design recommendations and rationale to stakeholders and delivery teams.
• Contribute to the continuous improvement of design practices across the transformation program.

About You

You'll bring a strong balance of strategic thinking and hands-on delivery, with the confidence to lead design activities independently while working collaboratively within a multidisciplinary team.

You'll have:

• 5+ years' experience in UX Design, Product Design, Service Design or a Design Lead role.
• Proven experience leading end-to-end human-centred design from discovery through to validation and delivery.
• Strong experience conducting user research, facilitating workshops and translating insights into design outcomes.
• Expertise creating journey maps, user flows, wireframes, prototypes and usability testing plans.
• Experience designing complex enterprise applications, CRM platforms or operational workflow solutions.
• Exposure to Microsoft Dynamics 365 or similar enterprise platforms such as Salesforce or ServiceNow.
• Exceptional stakeholder engagement and communication skills, with the ability to influence and collaborate across technical and business teams.
• A strong understanding of accessibility, inclusive design and best-practice UX methodologies.

Desirable Experience

We'll be especially interested in candidates with experience in:

• Microsoft Dynamics 365 or similar enterprise CRM platforms.
• CRM, customer service or digital transformation programs.
• Designing internal staff tools, workflow applications or case management systems.
• Working within large, complex or regulated organisations.

Why Join Bupa?

At Bupa, we're passionate about creating better experiences for our customers and our people.

In this role you'll enjoy:

• Competitive salary package.
• Hybrid working arrangements.
• The opportunity to contribute to a high-profile enterprise transformation.
• A collaborative and supportive design culture.
• Working alongside experienced Product, Design and Transformation professionals.
• Access to Bupa's health and wellbeing benefits.
• The opportunity to make a meaningful impact on customer and employee experiences.

Our Commitment to Inclusion

At Bupa, diversity, inclusion and belonging are at the heart of everything we do. We welcome applications from people of all backgrounds, including First Nations peoples, people with disability, veterans and members of the LGBTQIA+ community.

If you require any adjustments throughout the recruitment process, we're committed to supporting you.

Ready to Apply?

If you're passionate about creating intuitive, user-centred experiences and enjoy working on complex enterprise transformation programs, we'd love to hear from you.

Please submit your CV along with your portfolio or examples of relevant UX, Product or Service Design work demonstrating your experience across research, discovery, interaction design, prototyping and enterprise transformation