Experience and Transformation Lead

2 weeks ago

Melbourne, Victoria, Australia Dental Corporation Full time
About the Role

This fixed-term 12-month opportunity will drive customer experience and transformation outcomes for Bupa's Health Insurance business in Melbourne. Reporting to the Senior Customer Experience Manager, you will lead cross-functional engagement to inform prioritisation and deliver on shared objectives.

Key Responsibilities:
  • Amplify the voice of the customer and champion their needs across the business to uplift our customer-centric culture and capability.
  • Support the development and delivery of the Customer Experience strategy to drive growth, revolutionise our customer experiences and achieve our health partner ambitions.
  • Aggregate and synthesise customer, commercial and operational insights to identify and prioritise opportunities that deliver sustainable customer and business outcomes.
  • Design, optimise and deliver end-to-end customer journeys that enable connected experiences across multiple channels.
  • Connect and partner with multiple business areas to collectively deliver against our shared customer objectives.
What We Offer

We offer a competitive salary range $120,000 - $150,000 per annum, flexible working arrangements, and a comprehensive benefits package, including reduced private health cover, study leave, volunteering options, and access to a wide range of discounts through our partnerships program.

We are an inclusive employer committed to promoting from within and supporting our people's physical and mental wellbeing. Our office is based in the CBD with flexible working arrangements, allowing you to work from home when needed.

Requirements
  • Tertiary qualifications in business, customer experience, or related fields.
  • Experience working in the Australian healthcare legislative and regulatory environment.
  • Excellent interpersonal and communication skills, enabling you to work effectively in a fast-paced, collaborative culture and influence outcomes.
  • A passionate and customer-centric approach to the role, coupled with a strategic mindset that can dive into operational details and tackle challenges with creativity and collaboration.
  • A courageous mindset that allows you to remain optimistic, confident, authentic, honest, and respectful, even in complex or messy situations.
About Us

Bupa Asia Pacific operates in Australia, New Zealand, and Hong Kong, supporting about 6.5 million customers through a broad range of health and care services. We believe that we can make a real difference to the lives of customers through our values, purpose, and the way that we deliver personalised care.

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