Head of Martech and Delivery

3 weeks ago

Melbourne, Australia Bupa Full time

**Why Bupa**

We have a clear ambition to be the world's most customer-centric healthcare company. To bring our ambition to life, we’re elevating the focus on digital and data, evolving how we do things to create value for our customers now and into the future.

Our global mission is to help our customers live healthier and happier lives. Just imagine the impact you could make

**The Opportunity**

As the Head of MarTech and Delivery, you’ll lead the strategic design and delivery of our cutting-edge marketing technology suite, supporting a high-impact customer engagement and personalisation program. Reporting to the GM of Customer Engagement, Personalisation & GTM, you will serve as the Product Owner for the martech suite (Pega and SmartComm). Shaping the way we connect with our customers across multiple channels with the right message, at the right time.

With a focus on data-driven decisioning, an ‘always on’ approach, and the seamless integration of marketing technology systems, you will ensure each interaction is tailored, relevant, and effectively aligned with customer preferences, while managing robust governance, compliance, and performance metrics.

**How will you make an Impact?**

In this role, you’ll play a crucial part in delivering our vision of an optimised, data-led marketing experience that engages and delights our customers. By building Bupa’s decisioning capabilities and advancing our MarTech maturity, you’ll drive meaningful business benefits and stronger customer relationships.

This is a permanent full-time position, based in our Melbourne or Sydney office. (Bupa offers hybrid working arrangements and you can work from the office or from home). You will have 3 direct reports with a broader team size of up to 35.

**You will add Value by**:

- Develop and execute a strategic roadmap for our martech capabilities, integrating and optimising channels for a seamless personalised customer journey.
- Partner with the Heads of Customer Engagement >M, Personalisation, Orchestration & Planning, Data, Campaign Performance & Optimisation and Connected Care Performance & GTM to design data-driven, personalised customer experiences that improve engagement, retention and deliver exceptional value for customers.
- Champion cross-functional agile working, enabling faster delivery and stronger accountability across teams.
- Collaborate with APAC Technology to maintain a compliant, stable, and fully supported MarTech suite across all environments.
- Act as the primary SME for data-driven customer engagement, sourcing and defining data features to support evolving personalisation programs.
- Oversee agile delivery processes, balancing service, and compliance with a “test and learn” approach for continuous improvement.
- Lead and manage our MarTech stack (Pega, SmartComm, PowerBI), establishing best practices in multi-channel campaign management and customer engagement.

**About You**

You’re a strategic and results-driven leader with a strong background in customer experience, martech and operations, ready to take on a high-impact role in a dynamic environment. With a passion for data-driven engagement, you’re equally comfortable setting the vision and diving into the details to deliver outstanding customer experiences. Your collaborative, growth-oriented mindset, and agile expertise make you a perfect fit to drive our ambitious MarTech & Delivery strategies forward.

To be considered for this role you will have:

- Tertiary qualifications in business, marketing, or a related discipline.
- 10+ years of experience in senior roles with a proven track record in leading high-performing teams to deliver personalised, multi-channel customer engagements.
- Strong background in marketing automation and technology, ideally with experience in Pega marketing technologies, HTML development, AML, and “Next Best Action” decisioning.
- Experience in Australian healthcare legislative and regulatory environments (desirable).
- 5+ years of experience in Marketing Operations, with a solid understanding of the full campaign delivery lifecycle, from design and testing to deployment and change management.
- Skilled in analytics and BI reporting tools (e.g., SAS, Power-BI, Adobe Analytics), with a basic understanding of integration patterns and technologies.
- Demonstrated experience in agile delivery, with a talent for coordinating work across multiple agile squads to achieve program goals.
- Excellent interpersonal and communication skills and stakeholder management allowing you to influence outcomes in a fast-paced, collaborative setting.
- A courageous, optimistic outlook and growth mindset—you’re driven to solve complex challenges with creativity, resilience, and respect.

**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 to deli

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