Customer Lifecycle Manager
8 months ago
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 Revolution journey and this position will play a key role in delivering the required transformation.
The Customer Lifecycle Manager will report to the Head of Customer Experience & Design. The role will lead development and implementation of our Customer Lifecycle Strategy, including the identification and design of priority lifecycle moments that matter. This role will be responsible for working collaboratively to design omni-channel lifecycle journeys that deliver to Bupa’s experience and growth agenda.
Additionally, you'll be the driving force behind a customer-centric culture, leading by example with your expert use of customer data and insights in decision-making.
**This is a permanent full-time position, based in Melbourne office. (Bupa offers hybrid working arrangements and you can work from the office or from home)**
**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 customer lifecycle journeys based on our customer strategy and key deliverables to drive growth, commercial outcomes and our CX ambitions.
- Ensure the customer lifecycle strategy and execution evolves to meet the changing market, including competitor, regulatory and market developments, and customer demands to remain fit for purpose.
- Design and optimise end-to-end customer lifecycle journeys 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 lifecycle journeys are executed connected to the customer experience strategy and taking an end-to end journey approach.
- 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.
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?**
- Previous experience in a Customer Lifecycle Manager role. Experience in an Australian healthcare legislative and regulatory environment will be highly advantageous.
- Tertiary qualifications in business, marketing, customer experience or related disciplines.
- Experience in leading the planning and facilitation of presentations and workshops with stakeholders.
- A passion for customer
- The ability to operate on strategy and big picture, but also be able to get into the detail be hands on in the role.
- A courageous mindset. You know that any challenge
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