Head of Enterprise Customer System

7 months ago

Melbourne, Australia Bupa Full time

Newly created permanent opportunity
- Drive a culture of quality, best practice & continuous improvement
- Hybrid work model, enjoy work/life balance

**Help transform the health of millions of people**

Our Global 3x6 Elephant Strategy set us a clear ambition to be the world's most customer-centric healthcare company. To bring our ambition to life, it is critical we elevate the focus on digital and data, evolving how we do things to create value for our customers now and into the future.

A key enabler for this vision is the ability to rapidly access, understand and use data to make decisions that improve customer experiences and business performance.

**The Opportunity**

Reporting into the Customer Director, you will play a key role in the transformation of the APAC Customer System to support Bupa’s global ambition. The Customer System plays a key role in delivering to this ambition by systematising a sustainable way for Bupa people to listen to customer feedback, identify pain points, prioritise activity and measure commercial impact. It does this through the Bupa Way of Continuous Improvement and is supported by a NPS system oriented around customer MicroMoments - moments that matter to the customer in their healthcare journeys.

You will be accountable for:

- Catalysing and driving significant customer system change and continuous improvement across Bupa APAC Services. This agenda is intrinsically linked with the Bupa APAC NPS program, where you will lead the evolution of the system into one that is world class, robust, well managed, governed and monitored, and where problems are easily identified and quickly rectified.
- Strong mapping of processes, clearly identified risks and controls, regular reviews and quality checks and clear planning to adapt the program to the ever-changing data and technology environment at Bupa. This is a specialist role responsible for ensuring the maintenance and improvement of Bupa’s NPS platform, Momentum (powered by our CX partner, Medallia).
- People manage and be supported by a team to deliver the Momentum change program, ensuring the system evolves in an efficient and systematic manner. The Momentum system is critical to the continuous improvement system and customer measurement in all ANZ services including Health Insurance, Aged Care, Dental, Optical, Hearing and Medical Visa Services.
- Ensuring that the Momentum team acts as a positive and proactive intermediary between the customer research and insights needs of the services and the various mechanisms for improving the Momentum system, including the Medallia Consulting (Managed Services) team as well as Bupa’s own teams. Critical to the role is combining a detailed understanding of data, technology, transformation and CX platforms to bring these together as a key enabler of the customer agenda at Bupa.

**About You**

To be considered for this role you will have:

- A leader of leaders, who has overseen large, and complex agile programs, they will be an effective people leader, able to build, motivate, and influence a high performing team to quickly analyse and understand new problems and situations.
- Significant business and technology experience and background, with a breadth and depth of disciplines across technology using agile methodologies.
- Strategic mindset to allow for effective prioritisation of a change program across multiple stakeholder streams.
- 10+ years’ experience in leading the operations of research or fieldhouse programs, CX platforms or data and technology environments.
- Above all else, a curious mindset and the ability to problem solve using the significant capability of the Medallia platform.
- Understanding of market research methodologies, processes and outcomes.
- Strong communication and presentation skills.
- Prior experience in:

- Leading an operations function related to research, CX platform, technology or fieldhouse environment.
- Project managing change programs through a complex operational environment.

**What’s in it for you**

As well as a competitive salary, a range of Bupa benefits and flexible working/work from home arrangements, you’ll be encouraged to innovate. You will be collaborating with various teams globally to deliver exceptional experiences. You will have the opportunity to further learn and develop with excellent internal development courses available and a supportive, career development environment.- Interested to explore some more? Click on the links below:_
- Bupa puts First Nations Health at the centre of Reconciliation Action Plan_
- Because being you at Bupa matters_

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