Insights and Nps Consultant

6 months ago

Melbourne, Australia Bupa Full time

A full time, permanent opportunity has arisen for a talented Insights and NPS Consultant to join our Bupa Health Insurance team. This is a hybrid role can be based from our Melbourne, Sydney or Brisbane office locations or work from home

Reporting to Insights and NPS Manager you will have day-to-day responsibility for the development and execution of customer insight projects and the NPS system (powered by Medallia), working collaboratively with business unit stakeholders to support Bupa in achieving its strategic objective of becoming the most customer-centric healthcare company in the world.

Our Insights & NPS program is focused on driving action and change within Bupa, whether this be improvements to the current customer experience, new propositions, communicating our brand or informing strategic direction and initiatives

**What will your day look like**:

- Develop and support relationships within Bupa to understand the customer insights needs and assist in translating insights into action
- Lead the development and execution of customer insights projects, with the support of other team members
- Lead the engagement and management of projects being run through Bupa’s online customer community
- Support the NPS System within Bupa (powered by Medallia), including the ability to program and manage ad hoc survey programs
- Support the communication of insights across Bupa, championing our customer-led culture.
- Support the customer analytics and reporting agenda for Bupa
- 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?**
- A Tertiary qualification in Marketing or a related business discipline (essential) with post graduate studies (desirable)
- Demonstrated 2 to 5 years’ experience in the below (or something very similar):

- Developing and executing customer insights projects
- Translating customer insights into action or change within a business
- Working with, or within, a research agency
- Working with Medallia, or similar platform (desirable)
- Managing internal stakeholders
- Managing external suppliers
- In-depth understanding of research principles and best practice
- Analytical skills to derive insights from customer datasets and report in clear and impactful formats

**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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