Head of Digital Insights and Analytics

5 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. 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 customer-focused and rewarding area brings a huge variety of opportunities for professional and personal growth.

Just imagine the impact you could make

**What’s your role?**

As the Head of Digital Insights and Analytics, you will lead the Digital Insights & Analytics function for Bupa APAC Digital, including accountability for digital insights across Bupa, the design and delivery of Data Insights and Personalisation products which enable Bupa to utilise customer insights to improve product growth, and experience; and the product management of Real-time customer insights platforms (Adobe, Tealium).

You will also lead the standards uplift in the analytics domain to drive and mature our real-time customer analytics capability across all areas of Bupa APAC, including our digital information management and the adherence to regulation on capturing and managing 1st party and 3rd party customer data through digital partnerships.

**What will your day involve?**

In this exciting newly created opportunity, you will be responsible for:

- Creating a connected view of customer audiences and behaviours across all digital product & service interactions, including 3rd party ecosystem interactions, to establish a deep understanding of customer behaviour which is directly used to action Bupa’s growth and retention activities, drive personalised healthcare needs (non-clinical), and enable continuous improvement & optimisation.
- Establishing and operating our digital performance measurement approach from framework through to technical implementation and visualisation (reporting & insights) across all Bupa business units to enable both trading of our digital channels, monitoring investments and drivers of value.
- Leading the creation of Bupa’s Digital Insights & Analytics function and managing a high calibre team of Data & Insights Analysts and AI / Data Specialists which will provide Bupa with leading digital insights capabilities required to drive product growth, real-time customer understanding, and deliver personalised healthcare (non-clinical) solutions and experiences for our customers.
- Delivery of digital analytics services across Bupa in support of each of our business units and missions to enable the effective integration of digital insights into how we develop strategy and trade our digital channels for performance.
- Responsible for operating our digital analytics platforms (Adobe, Tealium) in collaboration with our Digital Product, Technology and Data teams to ensure the evolution of our capability and the efficient delivery of real-time customer analytics to be utilised in solutions across Bupa.
- Governing how we manage and instrument all Bupa digital properties to ensure that customer behaviours and insights are defined, captured, and modelled with high-quality and efficiency across our digital estate, including supporting other teams to maintain and deploy event capture (Tag Management) and to attribute behaviours to known customers or segments (i.e. Lookalike Modelling etc)
- Continuously improving of our digital insights products to realise the value from investments in our digital insights capability.
- Developing Bupa’s Digital Insights & Analytics plan and roadmap to ensure effective business case development through to execution in in support of the APAC Digital Strategy, including how we will evolve our capability to ensure effective channel operation, deliver on our Connected Care ambition and embed real-time customer insight into our digital products & services.

**What will you bring?**
- 10+ years’ experience leading digital insights & analytics teams which include ownership of insights products & assets used to operate customer experiences.
- Experience in using data to drive performance supporting hypotheses put forward by stakeholders and successfully improving all aspects of customer interaction, product growth and digital channel performance.
- Extensive experience in insights team management, career development, professional development, and service delivery across a large Australian (or equivalent) enterprise.
- Demonstrated ability to effectively deliver insights which support complex decision making and execution across a senior leadership team, including effective visualisation and data storytelling.
- Extensive experience in Digital insights & analytics platforms such as Adobe Analytics, Tealium IQ and Data Science tools.
- Extensive experience in digital data governance and tag management approaches across a large and comp

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