Head of Channel Automation

4 months ago

Melbourne, Australia Bupa Full time

**Be at the heart of our brave new digital world**

We thrive on cross-functional team collaboration, we embrace experimenting, and we work with progressive methods and tools. This includes leveraging agile ways of working and keeping human-centered design thinking the focus of everything we do.

**About the role**

The Head of Channel Automation is accountable for setting and executing the vision for Bupa's automation strategy across all customer interaction channels (+5M customer interactions), improving cost to serve metrics while increasing NPS. This includes managing budgets to ensure financial viability. Focus will be on optimising Digital Messaging through full and partial automation, chatbot interactions, and automated customer journeys across all channels to enhance customer experience and operational efficiency, aligning with the overall business strategy.

Key accountabilities include:

- ** Strategic Vision and Leadership** - Develop and lead the automation strategy, setting the long-term vision (1-5 year horizon) for customer interaction channels with a focus on reducing operational costs with higher NPS.
- ** Program Design and Implementation -** Design and implement automation programs that drive efficiency and Agent productivity increase, and enhance customer experiences, delivering measurable financial impacts.
- ** People Management** - Lead and mentor a diverse team, including Journey Experience Designer, Customer Intent Lead, Strategic Channel Insights Manager, Conversations Writers and Designers and analysts across the business.
- ** Performance Monitoring and Reporting** - Develop and maintain dashboards and reports to monitor the performance of automated solutions, with a focus on financial metrics, cost savings, NPS and efficiency improvements.

**About You**

Success in this key leadership role will require you to bring:

- Bachelor’s degree in a related field such as Business, Engineering, Finance, Data Analytics, or Information Technology. Additional business or technical qualifications are highly beneficial.
- Minimum 10 years experience in Messaging, Strategy and/or Consulting.
- Minimum 5 years of leadership experience, including people management responsibility.
- Minimum 3 years experience working in Health Insurance.
- Robust understanding of Messaging and Voice customer service channels.
- Proven experience in data analysis, reporting, and performance monitoring.
- Strong analytical skills with the ability to interpret complex data and provide actionable insights.
- Demonstratable skill in data storytelling and presentations.
- Excellent communication and collaboration skills.

**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. We trust, respect and consider everyone, knowing your difference will make the difference.
- 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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