Insights-to-Action Governance Lead

2 weeks ago

City of Brisbane, Australia Bupaoptical Full time

About the Role

Are you passionate about turning customer feedback into meaningful change? We’re looking for an Insights-to-Action Governance Lead to join our Health Insurance team and drive enterprise-wide improvements in customer experience.

This role acts as the central hub for transforming complaints, quality assurance, and compliance data into actionable insights. You’ll lead the governance of our “Insights to Action” ecosystem—ensuring that feedback is captured, prioritised, and translated into strategic initiatives that make a real difference.

You’ll work closely with senior stakeholders, the Complaints Council, and cross-functional teams to embed Outer Loop continuous improvement practices, define governance frameworks, and maintain the operating rhythm of the Insights Forum.

This is a permanent, full-time role with flexible hybrid working arrangements.

Key Responsibilities

- Lead governance of the Insights-to-Action cycle, ensuring feedback drives measurable change.

- Develop clear, engaging reports that translate data into strategic narratives.

- Facilitate cross-functional alignment and stakeholder engagement.

- Integrate QA and compliance insights for a holistic customer view.

- Champion Outer Loop practices and continuous improvement across the business.

About You

You’re a strategic thinker with a knack for connecting the dots. You bring:

- Experience in governance, reporting, or performance improvement.

- Strong communication and data storytelling skills.

- A customer-first mindset and collaborative approach.

- Familiarity with BI tools and root cause analysis.

Why Work with Bupa

When you become a part of the Bupa team, you're joining a company that values innovation, collaboration, and making a positive impact on people's lives. We offer a supportive and dynamic work environment that encourages your professional growth and development.

If you're ready to lead change, drive customer retention, and contribute to Bupa's success, we want to hear from you Apply now and be a part of our journey towards delivering exceptional customer experiences.

What’s in it for you?

As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home, you’ll be challenged and encouraged to innovate. You will collaborate strongly with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.

Other benefits include discounts on health insurance, as well as access to our new global wellbeing program, Viva. Viva has been designed to help you to live a healthy and happy life. It encompasses a comprehensive health and wellbeing program which includes access to health insurance benefits that will assist with covering the cost of medical treatment, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks. You will also be eligible to access various discounted products and services through our VIVA wellbeing partnerships.

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