Customer Experience and Lifecycle Manager

8 months ago

Melbourne, Australia Bupa Full time

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

This means you’ll be at the heart of finding better ways to help people live longer, healthier, happier lives and making a better world. Working in such a complex and specialised area brings a huge variety of opportunities for professional and personal growth. Just imagine the impact you could make

**What’s your role?**

A key focus of this role will be to accelerate Bupa’s Health Insurance business through the delivery of exceptional customer experiences. This role will drive outcomes and work with the entire organisation to solve complex problems using experimental and innovative approaches.

The role will also be key in driving a customer led culture by sharing and role modelling use of deep customer insights in decision making. You will lead cross-functional engagement with the business to inform prioritisation and deliver on shared objectives, being responsible for capturing and reporting on customer metrics. Using Design Thinking methodologies, you will collaborate to solve problems and lift the business capability whilst doing so.

The role demands a driven leader with outstanding customer focus commercial acumen, people leadership experience and the ability to influence across a complex matrix environment.

**What will your day look like?**
- Be a customer champion and bring the voice of our customers to the forefront of thinking across the team
- Contribute to the development of Bupa’s Customer Experience strategy identifying our key signature experiences based on our customer strategy and key deliverables to drive growth, commercial outcomes and our CX ambitions.
- Ensure the customer experience strategies and execution evolve to meet the changing market, including competitor, regulatory and market developments, and customer demands to remain fit for purpose
- Design, own and optimise end-to-end customer journeys and experiences across all channels to ensure a joined up and cohesive experience for our customers across all channels.
- Ensure a customer lifecycle management approach is taken addressing key customer needs as they transition to realise desired commercial outcomes.
- Aggregate and synthesise customer, commercial and operational insights to identify and prioritise experience opportunities that deliver sustainable experience outcomes.
- Partner with key stakeholders to ensure customer centric strategies, including the Net Promoter System are understood, implemented, maintained, and continuously improved in the Health Insurance business.
- Partner across the business to ensure an integrated plan of customer experience improvements are executed connected to the customer experience strategy and taking an end-toend journey approach.
- Drive and influence customer led ways of working and using design thinking methodologies to design and deliver differentiated customer experiences aligned to the CX strategy across Health Insurance.
- Leverage and communicate deep customer insight and partner across the Health Insurance business in the use of direct customer insights through customer research, testing, focus groups and co-creation.
- Provide thought leadership across the business in customer centric and design led thinking to build capability and a customer first mindset.
- Balance the need to continually deliver profitable growth and deliver great customer experience
- Represent Customer Strategy and Go To Market in delivery squads and bring in expertise from the broader team where warranted to leverage skillset within the team to enhance the design and successful execution of initiatives or BAU activity to achieve desired customer and commercial outcomes.

**What will you bring?**

If some of the skills and experiences outlined below resonate with you, we’d love to hear from you
- Tertiary qualifications in business, customer experience or related disciplines.
- Experience in Australian healthcare legislative and regulatory environment.
- Strong interpersonal and communications skills that enable an individual to work in a fast-moving collaborative culture and influence the direction of the outcome.
- You demonstrate a true passion for the customer experience
- Ability to operate on strategy and big picture, but also able to get into the detail on the operational side of the role
- A courageous mindset. You know that any challenge can be overcome with creativity and collaboration.
- You are highly optimistic with a belief that you have a say in creating the future when things are complex or messy. You are clear and confident, authentic honest and respectful.
- Strong project management skills with experience working across strategy and operations
- Experience in leading the planning and facilitation of presentations and workshops with stakeholders
- The ability to multi-task and work efficiently under pressure combined with careful attention to detail
- Demonstrated ability to communicate customer research, strategy and design

  • Customer Experience Partner

    4 weeks ago

    Melbourne, Australia Commercial-RTA-Customer Experience Full time

    Real Estate software support for Real Estate Agency clients.  Inbound technical queries from onboarding support to ad-hoc requests. Hybrid working, sociable team and career development opportunities. Who We Are Domain Group is a leading Australian property marketplace made-up of a portfolio of brands across data insights, products and technology...

  • Customer Experience and Lifecycle Manager

    6 months ago

    Melbourne, Australia Bupa Full time

    **The Opportunity The Customer Experience & Lifecycle team’s mandate is to accelerate Bupa’s Health Insurance business through the delivery of exceptional customer experiences. As key part of a rapidly growing team, this role will drive outcomes and work with the entire organisation to solve complex problems using experimental and innovative approaches....

  • Customer Lifecycle Manager

    8 months ago

    Melbourne, Australia Bupa Full time

    The Customer Experience & Design team’s mandate is to accelerate Bupa’s Health Insurance business through the delivery of exceptional customer experiences. As key part of a rapidly growing team, this role will drive outcomes and work with the entire organisation to solve complex problems using experimental and innovative approaches. Bupa is on a Customer...

  • Customer Experience and Lifecycle Manager

    6 months ago

    Melbourne, Australia Dental Corporation Full time

    The Opportunity The Customer Experience & Lifecycle team’s mandate is to accelerate Bupa’s Health Insurance business through the delivery of exceptional customer experiences. As key part of a rapidly growing team, this role will drive outcomes and work with the entire organisation to solve complex problems using experimental and innovative approaches....

  • Customer Experience and Lifecycle Lead

    2 weeks ago

    Melbourne, Victoria, Australia Dental Corporation Full time

    About the RoleWe are seeking a highly skilled Customer Experience and Lifecycle Lead to join our team in Melbourne. In this role, you will be responsible for accelerating Bupa's Health Insurance business through the delivery of exceptional customer experiences.Key Responsibilities:Amplify the voice of the customer and champion their needs across the business...

  • Customer Lifecycle Marketing Manager

    6 months ago

    Melbourne, Australia hipages Full time

    **_Please note: _**_You will work primarily remotely in this role, you are required to travel to our Sydney HQ minimum 6 times per year_ **About the role**: A fantastic opportunity for a Customer Marketing Manager to join the hipages team is now available. In this role, you will be empowered to re-shape how hipages engages our tradies by creating seamless...

  • Customer Experience and Lifecycle Business Transformation Lead

    4 weeks ago

    Melbourne, Victoria, Australia Dental Corporation Full time

    About UsBupa Asia Pacific is a leading healthcare provider with over 70 years of experience in helping people live longer, healthier, happier lives.Job TitleCustomer Experience and Lifecycle Business Transformation Lead (12mth Fixed Term Contract)Salary Range$90,000 - $120,000 per annum + benefitsJob DescriptionThis role will lead cross-functional engagement...

  • Lifecycle Marketing Manager

    6 months ago

    Melbourne, Australia Wesfarmers OneDigital Full time

    Are you interested in joining the dream team at Wesfarmers OneDigital? Good call. We’re an exciting new digital enterprise with big ideas, supporting some of Australia’s most trusted and iconic brands focussed on making lives better for people all around Australia. We’re well on our way towards bringing the best of digital and data possibilities...

  • Lifecycle Manager

    6 months ago

    Melbourne, Australia Creative Natives Full time

    Join Us in Shaping Young Futures for Australians **Year13** is a purpose-driven digital enterprise that is on the hunt for a Lifecycle Marketing Manager to join their team and make a real impact on the lives of young Australians The Lowdown Key Stuff You'll Be Doing - Whip up and execute brilliant strategies that keep their users hooked. - Join forces...

  • Customer Lifecycle Marketing Specialist

    4 weeks ago

    Melbourne, Victoria, Australia Xero Full time

    Unlock Your Potential as a Customer Lifecycle Marketing SpecialistXero is a leading cloud-based accounting software company that helps small businesses and their advisors thrive. As a Customer Lifecycle Marketing Specialist, you will play a vital role in accelerating conversion, time to value, and driving continuous incremental uplifts throughout our...

  • Customer Lifecycle Communications Manager

    6 months ago

    Melbourne, Australia Vocus Full time

    Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam? We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us! The...

  • Lifecycle Marketing Manager

    6 months ago

    Melbourne, Australia Xero Full time

    **How you’ll make an impact**: As a Lifecycle Marketing Manager for Small Business, you’ll be leading a talented team of #humans who play a crucial role in driving Xero’s global lifecycle and engagement strategy, by orchestrating #beautiful experiences to our small business customers that truly delight and inspire action. **What you'll do**: - Work...

  • Customer Experience Liaison

    4 weeks ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    Job DescriptionWe are seeking a highly skilled Customer Engagement Associate to join our Customer Engagement Centre team.About the RoleThis is a hybrid working arrangement, with a mix of remote and on-site work. The successful candidate will be required to perform national police checks.Key Responsibilities:Provide exceptional customer service through...

  • Campaign Manager, Lifecycle

    6 months ago

    Melbourne, Australia Origin Energy Full time

    Define and deliver customer communications across the customer lifecycle - Initial 12 month contract with potential for extension - Melbourne based **Delivering good energy starts from within** It’s an exciting time to join Origin. Creating a great place to work means together we’re progressing our ambition to lead the energy transition through cleaner...

  • IT Asset Lifecycle Manager

    2 weeks ago

    Melbourne, Victoria, Australia Talent International Full time

    The role of an IT Asset Administrator is crucial in centralising and maintaining a global fin-services client's IT Assets within ServiceNow. The successful candidate will have an ongoing responsibility to maintain an accurate central inventory of IT Assets, coordinating licensing and renewal activities associated with lifecycle management, conducting regular...

  • Customer Experience Coordinator

    4 weeks ago

    Melbourne, Victoria, Australia Customer Engagement Centre Full time

    Role OverviewWe are seeking an experienced customer service professional to join our team as a Customer Engagement Associate.

  • IT Asset Lifecycle Manager

    4 weeks ago

    Melbourne, Victoria, Australia Talent International Full time

    Job DescriptionWe are currently working with a global financial services client to source an IT Asset Administrator to centralise and maintain their IT Assets within ServiceNow. This role will be responsible for maintaining an accurate central inventory of IT Assets, coordinating licensing and renewal activities, conducting regular audits, and overseeing...

  • IT Asset Lifecycle Manager

    4 weeks ago

    Melbourne, Victoria, Australia Talent International Full time

    Job Title: IT Asset AdministratorWe are seeking an experienced IT Asset Administrator to join our team at Talent International. This is a fantastic opportunity for someone who wants to work with a global fin-services client and be part of their IT asset management journey.About the Role:This role involves administering IT asset registers, tracking the...

  • Lifecycle Marketing Manager

    6 months ago

    Melbourne, Australia Wesfarmers OneDigital Full time

    Are you interested in joining the dream team at Wesfarmers OneDigital? Good call. We’re an exciting new digital enterprise with big ideas, supporting some of Australia’s most trusted and iconic brands focussed on making lives better for people all around Australia. We’re well on our way towards bringing the best of digital and data possibilities...

  • IT Asset Lifecycle Manager

    3 weeks ago

    Melbourne, Victoria, Australia Talent International Full time

    Job OverviewTalent International is currently seeking a highly skilled IT Asset Administrator to join our team on a daily rate basis. The ideal candidate will have experience in administering and overseeing the lifecycle of IT Assets, including hardware and software.