Customer Activity and Orchestration Lead

7 months ago

Melbourne, Australia Bupa Full time

A full time, permanent opportunity has arisen for a talented Customer Activity & Orchestration Lead to join our Bupa Health Insurance team. This is a hybrid role, and you are free to work from home or our Melbourne CBD office

Reporting to Senior Customer Activity & Orchestration Manager you will be responsible for collecting and collating various inputs and requests, from different businesses to create tailored messaging plans at a channel and activity level. You will work with the broader business to ensure that the right messages reach the right customers through appropriate channels at the right time, while also ensuing that exceptional standards of customer experience are maintained.

**What will your day look like**:

- Enabling the centralised ‘front door’ framework for all customer messaging and activity targeting Health Insurance members and prospects.
- Collaboration across the business and business units within Bupa to deliver against business and strategic goals and ensure consistent messaging and seamless customer experiences.
- Support the working group and assist with developing recommendations on customer activity execution plans.
- Distilling complex data and information into relevant and succinct options and recommendations for senior leadership to make informed decisions and leverage data-driven insights to enhance customer engagement and retention strategies.
- Delivering against strategic plans for customer activity, encompassing messaging, channels, sequencing, timing, and audience targeting to achieve business, customer, and performance objectives.
- Supporting processes related to customer-centric trade off decisions that balancing multiple stakeholder inputs.
- Developing comprehensive overviews of activities for socialisation that may include strategic rationale, and options for reference and learning purposes.
- Monitoring market, business, and performance insights to enabling proactive contingency planning. Collate market insights and information to support business decision making.
- Contributing to a collaborative culture to cross-functionally solve problems.
- Contributing to a culture of high performance to ensure we are focused on the right metrics to deliver our aspiration for future growth.
- Embracing innovation, customer centricity and change throughout the business to increase Bupa’s capacity and capability to accelerate change for competitive advantage.

You may also carry out any other duties reasonably requested by Bupa from time to time.

**Why work at Bupa?**

We reward our people and celebrate their success. From providing initiatives that develop careers to looking after our people’s health, wellbeing, and futures.

Our health is the most important thing we have and at Bupa, caring is at the centre of everything we do - helping people live longer, healthier, happier lives and making a better world. We also know that to care for our customers, we must first care for our people. That is why Bupa has launched Viva Healthier and Happier - our new and comprehensive global health and wellbeing program for our employees. It includes all aspects of health - from mental and physical, to financial, social and environmental wellbeing.

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.

**What do I need?**
- Experience in communication orchestration, customer engagement, marketing, product or channels
- Passion for customer and exceptional customer experiences is essential
- Ability to work collaboratively with a diverse range of stakeholders including senior leaders, technical and functional specialists, operational and line managers to achieve business and customer outcomes
- Strong interpersonal and communications skills that enable an individual to work in a fast-moving collaborative culture and influence the direction of the outcome.
- Ability to work with data to enable data-led decision-making
- Strong written and presentation skills and the ability to convert information into insight and prepare compelling, persuasive recommendations and presentations
- Proven ability to perform and deliver often under tight time constraints
- Experience in Australian healthcare legislative and regulatory environment.
- Working knowledge of relevant regulatory and compliance obligations eg: APRA desirable

**About Bupa Asia Pacific**

Bupa is an international healthcare group and a leading health insurance provider in Australia. Our customers include over 4.7 million Australian residents as well as international visitors who come to Australia as a tourist, or to work or study.

Bupa has been committed to a purpose of helping people live longer, healthier, happier lives and making a better world for more than 70 years.

Bupa Asia Pacific operates in Australia, New Zealand and Hong Kong, supporting about 6

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