Consumer Customer Value Proposition Manager

3 weeks ago

Melbourne, Australia Bupa Full time

**Overview
We are looking for a Consumer Customer Value Proposition Manager to lead our Consumer Health Insurance Product and Portfolio team. As the Consumer Customer Value Proposition Manager, you will lead and develop the health insurance customer value proposition (CVP) for the consumer health insurance (HI) market.

You will play a pivotal role in evolving and managing the CVP for the Consumer portfolio and will work with the Head of Product and Portfolio Management and the broader Product and Portfolio team to expand, articulate, and deliver our CVP to meet business objectives. This role has end to end ownership and accountability of membership and gross margin and will act as the customer champion for customers.

This role reports into the Head of Product and Portfolio Manager and will have 3 direct reports. This is a permanent full-time position and is working within a hybrid environment so you can work from home, or the office.

Does this sound like you? Yes, then Scroll down.

**How will I help?**

Your focus is to create and manage compelling and sustainable product and service offerings for the consumer HI market and the end-to-end customer experience. You will achieve this by liaising closely with and collaborating with CX, Go to market, Strategy, Analytics and Product Delivery teams. Along with this you will work closely with other key stakeholders including Healthcare Management, Actuarial, Sales, Service, and marketing.

**Your everyday jobs are but not limited to**:

- Successfully manage all appropriate product hierarchies and relationships
- Integrating Wellness, Broader Health Cover and Financial Services offerings into the Consumer HI Product Suite
- Work with other health insurance operational teams to deliver seamless and great customer service
- Developing and maintaining appropriate strategies for off sale product migrations
- Work with HI Sales and Service teams to ensure product feedback is captured and that the teams feel well supported to recommend and sell products to customers based on customer need
- Collaborating with the CX Strategy Team to drive a rigorous analytical reporting framework for monitoring and improving performance of the consumer HI portfolio
- Contributing to the collective delivery of Bupa's organisation goals and objectives particularly around Gross Margin
- Advocate for great customer experiences throughout the range of health insurance services as measured by continuous improvement in Bupa's Net Promoter Score
- Managing a team of 3 direct reports (product managers and specialists)

**Why work at Bupa?**

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

We’re a welcoming lot, no matter who you are or where you’ve 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 do I need?**

Firstly, you have a passion for product development and the customer experience. You’re known as a capable leader and can successfully deliver on the product strategy and roadmap. Ideally you come from a health insurance background.

**You will also have:
- Proven success in Product Development functional experience including 5 years + leadership of product development and management strategies
- Previous experience in leading and managing teams
- Tertiary qualification in Marketing or related business discipline (essential)
- Demonstrated ability to work within a matrix structure in a highly regulated industry to deliver business outcomes
- Excellent stakeholder management skills and the ability to build strong relationships with internal and external stakeholders.
- Expertise in Australian healthcare legislative and regulatory environment and the impact of these upon product policy and strategy (or similar industry)

**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

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