Senior Experience Architect

Join to apply for the Senior Experience Architect role at Bupa Australia We have a clear ambition to be the world’s most customer‑centric healthcare company. To bring our ambition to life, we are evolving how we do things to create value for our customers now and into the future. Our global purpose is to help our customers live healthier and happier lives. Just imagine the impact you could make. How will you make an impact? As a Senior Experience Architect, you’ll provide architectural leadership to ensure our customer journeys and digital experiences are consistent, scalable, and strategically aligned across Bupa’s ecosystem. You will act as a systems thinker, managing complexity and integrating experiences across digital and non‑digital touchpoints. This includes bringing strong storytelling capability to shape how complex ideas are communicated and made tangible, ensuring clarity across diverse audiences and decision‑makers. This role reports to an Experience Design Manager and sits within a specific crew, collaborating closely with other Senior Experience Architects across crews to ensure coherence and shared standards. We are offering this role as either a permanent or 12‑month fixed‑term opportunity. The role can be based in Melbourne or Sydney, with hybrid working arrangements (a mix of working from home and in‑office collaboration). Your key responsibilities will include: Define and maintain experience architecture frameworks that ensure interoperability across channels, platforms, and journeys. Collaborate with solution architects and product teams to align experience architecture with technical frameworks. Design omni‑channel customer journeys that integrate digital and physical touchpoints, including micro‑moments. Create and govern reusable patterns and frameworks that support scalability and consistency. Embed experience architecture across discovery and delivery phases, ensuring alignment with enterprise strategy. Work with enabling platforms such as design systems, content models, and accessibility frameworks to operationalise architecture. Partner with other Senior Experience Architects across crews to ensure coherence and shared standards. Translate complex ecosystem considerations into compelling stories that shape shared understanding. Conceptualise and prototype early ideas to explore possibilities, clarify trade‑offs, and guide product teams with tangible options. Influence and manage stakeholders at all levels, including senior decision‑makers, ensuring alignment across diverse organisational needs. About you You’re a visionary Experience Architect who thrives on complexity and loves turning big‑picture ideas into actionable design. You’ll be the connector—aligning diverse teams and stakeholders around a unified experience strategy while bringing deep expertise in information architecture, omni‑channel journeys, and large‑scale systems. Collaboration is your superpower, and you’ll work hand‑in‑hand with solution architects, product managers, and design leaders to shape problems, translate insights into frameworks, and craft elegant solutions. With a designer’s mindset, you’ll explore concepts, prototype boldly, and iterate with product, tech, and delivery teams to create experiences that truly make an impact. Key skills & experience required 7+ years in experience design, service design, or related roles with architecture responsibility. Strong systems thinking and ability to manage complexity across large‑scale ecosystems. Expertise in information architecture, journey mapping, and omni‑channel experience design. Proven ability to define and govern cross‑channel design patterns and frameworks. Demonstrated capability in human‑centred design practice and experience working with design researchers and applying data‑driven methods to inform decisions. Strength in conceptualising early ideas and using prototyping to explore and validate architectural approaches. Experience collaborating with solution architects and technical teams. Excellent facilitation and stakeholder engagement skills across cross‑functional teams and senior forums. Deep understanding of accessibility standards (WCAG 2.2) and inclusive design practices. Experience working in agile environments and integrating design into delivery workflows. Strong communication skills with the ability to influence strategic decisions. What’s in it for you We reward our people and celebrate their success. From 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. At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment. We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants. We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis. Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology and Strategy/Planning Industries Insurance Hospitals and Health Care #J-18808-Ljbffr