Customer Engagement

1 month ago

Melbourne, Australia Bupa Full time

**The Opportunity**

We have a fantastic opportunity for a Customer Engagement & Personalisation Planning Lead to join our Customer Engagement and Personalisation (CEP) portfolio. Reporting to the Marketing Portfolio Lead, you will manage the end to end (E2E) execution of the quarterly planning process (QPP) and subsequent calendaring and prioritisation process for the CEP portfolio. This will culminate in a set of prioritised customer engagement initiatives mapped against a timeline (calendar) within an agile delivery model that best drives customer, business, and delivery outcomes.

The CEP portfolio leads a wide breadth of initiatives inclusive of supporting the build of a world class AI and decisioning engine, delivery of tactical initiatives, and the embedding of actionable insights and reporting across health insurance, general insurance, health services, retail, and international and corporate partnerships.

This role will partner with the health insurance (HI) delivery hub to support the broader cross functional planning ecosystem and optimise how CEP functions within it. You will be pivotal in leading and optimising the existing budget management process and preparing budget related artefacts for the CEP team.

This is a permanent full-time position and is working within a hybrid environment so you can work from home, or the office. This position will ideally be based in Melbourne, Sydney or Brisbane.

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

**How will I help?**

You will have an eagle eye view over the entire portfolio of work and of the individual squads. Liaising at a program level, you will ensure that everything is on track to deliver on time and within scope, with any risks, issues and dependencies resolved.

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

- Leading the E2E execution of the Quarterly Planning Process to facilitate the customer engagement initiatives mapped against the calendar that best drives customer, business and delivery outcomes
- Collaborating with the Head of Customer Engagement and Marketing Portfolio lead in the definition, embedment, and refinement of the QPP and customer engagement and personalisation calendaring and planning process
- Partnering with the wider CEP team and internal stakeholders to lead the facilitation of the QPP process and to embed, optimise and uplift the QPP
- Lead & optimise the existing budget management process, prepare budget related artefacts, process contracts and invoices for the broader Customer Engagement & Personalisation team
- Leading the development and embedment of artefacts that assist in the execution of the processes
- Owning and facilitating the Customer Engagement and Personalisation intake forum for new initiative requests
- Supporting the Marketing Portfolio Lead to coordinate and facilitate key portfolio rituals within current agile ways of working, and drive consistency and user-friendly compliance across the team.
- Supporting the coordination and facilitation of key portfolio rituals as a part of agile ways of working (i.e. Showcase & Scrum of Scrums)

**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 strategic planning, marketing automation and putting customers at the heart of everything you do. You have demonstrated experience working across strategic and operational environments, and in leading the planning and facilitation of presentations and workshops with stakeholders. Ideally you come from a health insurance and 1:1 customer communications background.

You will also have:

- Tertiary qualifications in business, customer experience, project management or related disciplines.
- Demonstrated ability to collaborate effectively; building partnerships and relationships with others to drive shared goals and objectives.
- Strong project planning, and budget management skills with experience working across strategy and operations
- 3+ years working experience in agile delivery, planning and co-ordinating program of work for multiple agile squads.
- Strong interpersonal and c

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