Customer Retention Strategist

2 weeks ago


Melbourne, Victoria, Australia Bupa Full time

Unlock a fulfilling career with Bupa, a leading health insurance provider dedicated to helping people live longer, healthier, happier lives. As part of our global team, you'll be at the forefront of delivering exceptional customer experiences.

Role Overview

We're seeking a seasoned Retention Delivery Manager to join our Domestic Retail Portfolio team. In this critical role, you'll drive retention strategies to meet ambitious goals, leveraging your expertise in Agile, Lean, and Financial Rigour to accelerate outcomes. By synthesizing data insights into coherent strategies, you'll help us retain our valued health insurance members.

Your Key Responsibilities

  • Collaborate with stakeholders to ideate innovative solutions for customer and business challenges, enhancing retention through Workstream, Delivery Hub, and BAU processes.
  • Conduct thorough financial and business analysis, including creating investment cases with Finance Partners, to inform strategic decisions.
  • Define project scope, envision future processes, and develop iterative improvements to drive initiative delivery.
  • Foster stakeholder engagement, ensuring alignment, buy-in, and prioritization of work while reporting on progress, risks, and outcomes.
  • Support the Reward and Retain Workstream Leader in overseeing progress, reviewing risks, and presenting updates in meetings to ensure seamless communication across teams.

About You

To succeed in this role, you'll possess:

  • A tertiary qualification in a business-related discipline.
  • Expertise in Agile, Lean, Financial Rigour, Problem-Solving, and Change Management.
  • A strong understanding of customer experience and customer centricity principles and methodologies.
  • Experience influencing and leading cross-functional teams.
  • Strong listening and comprehension skills.
  • Demonstrated patience, resilience, and ability to build relationships with key stakeholders.
  • Systems thinking to connect pieces of work from across the business and drive value through collaboration.
  • The ability to flex and reprioritize activities.
  • Excellent communication and presentation skills.
  • Strong commercial aptitude.
  • Enthusiasm, relentless optimism, and determination.

Your Rewards

In addition to a competitive salary ($120,000 - $180,000 per annum), you'll enjoy a range of Bupa benefits, flexible working arrangements, and opportunities for professional growth and development. Our inclusive culture values diversity and welcomes applicants from all backgrounds.



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