Customer Experience and Lifecycle Manager

6 months ago

Melbourne, Australia Bupa Full time

**The Opportunity
The Customer Experience & Lifecycle team’s mandate is to accelerate Bupa’s Health Insurance business through the delivery of exceptional customer experiences. As key part of a rapidly growing team, this role will drive outcomes and work with the entire organisation to solve complex problems using experimental and innovative approaches. Bupa is on a Customer Revolution journey and this position will play a key role in delivering the required transformation.

The Customer Experience & Lifecycle Manager will report to the Senior Customer Experience Manager. The role will lead cross-functional engagement with the business to inform prioritisation and deliver on shared objectives, being responsible for capturing and reporting on customer metrics. Using Design Thinking methodologies, the role will collaborate to solve problems and lift the business capability whilst doing so.

This role is being offered as a 12mth Fixed term contract, and based in our Melbourne office when you are not out working from home (we offer flexible working and have offices in the CBD)

How will You make a difference?

**Your everyday tasks are not limited to:
- Amplify the voice of the customer and champion their needs across the business to uplift our customer-centric culture and capability.
- Support the development and delivery of the Customer Experience strategy to drive growth, revolutionise our customer experiences and achieve our health partner ambitions.
- Aggregate and synthesise customer, commercial and operational insights to identify and prioritise opportunities that deliver sustainable customer and business outcomes.
- Design, optimise and deliver end-to-end customer journeys that enable connected experiences across multiple channels.
- Connect and partner with multiple business areas to collectively deliver against our shared customer objectives.

**Why work at Bupa?**

We keep our people smiling by helping them improve their lives in and outside of the office.

We are a welcoming lot, no matter who you are or where you have come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work.

We support our people to be the best version of themselves, physically and mentally. With a healthy work/life balance, leadership support, reduced private health cover, study leave, volunteering options and a commitment to promoting from within.

Our employees can access wide range of benefits: from our own products (incl. health insurance discounts) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few). We reward our people and celebrate their success, provide initiatives that develop careers and look after our people’s health, wellbeing, and futures.

**What sets you apart?
The key skills and experience that make you a great fit for this role:

- Hold tertiary qualifications in business, customer experience, or related fields, demonstrating your commitment to excellence and expertise.
- Possess experience working in the Australian healthcare legislative and regulatory environment, giving you a solid understanding of the industry's challenges and opportunities.
- Excel in interpersonal and communication skills, enabling you to work effectively in a fast-paced, collaborative culture and influence outcomes.
- Bring a passionate and customer-centric approach to the role, coupled with a strategic mindset that can dive into operational details and tackle challenges with creativity and collaboration.
- You have a courageous mindset that allows you to remain optimistic, confident, authentic, honest, and respectful, even in complex or messy situations.

**About Bupa Asia Pacific
Bupa is an international healthcare group which 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 6.5 million customers through a broad range of health and care services including health insurance, aged care, dental, medical, optical, and hearing services. Employing more than 20,000 people in the region, we believe that we can make a real difference to the lives of customers through our values, purpose, and the way that we deliver personalised care.

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