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Digital Service Performance Lead

2 weeks ago

Melbourne, Australia Bupa Full time

**Be at the heart of it**

We have a clear ambition to be the world's most customer-centric healthcare company. To bring our ambition to life, we’re elevating the focus on digital and data, evolving how we do things to create value for our customers now and into the future.

We’re looking for a driven and strategic Digital Service Performance Lead to champion the future of digital self-service at Bupa. With most of our service interactions happening through our digital channels, this role is key to shaping how members access support and solve their needs - conveniently, intuitively, and independently.

As a senior leader in our Digital Service and Innovation team within Health Insurance, you’ll drive transformation by identifying what customers need most and working closely with our delivery squads to bring new features and experiences to life.

This full-time, permanent role can be based in Melbourne, Sydney, or Brisbane. Plus, with Bupa’s flexible hybrid working arrangements, you’ll have the option to combine work from home and the office.

**How will you make an impact?**

As the Digital Service Performance Lead at Bupa Health Insurance, you’ll play a central role in improving our digital touchpoints and transforming our assisted service model into a seamless digital experience - reducing cost, increasing satisfaction, and delivering innovation our customers love. Your day-to-day will involve working across multiple Serve and Retain crew squads and stakeholders to elevate our digital service experience. You’ll combine sharp commercial thinking with strong collaboration to make a real impact on service performance.

Your key responsibilities include:

- Lead and optimise digital self-service outcomes aligned to business goals.
- Build and champion business cases and funding for key digital service initiatives.
- Influence digital product roadmaps to prioritise features that reduce assisted service demand.
- Partner with squads to shape and deliver high-value service features across Web and App
- Use customer data and insight to inform strategy, design, and improvements.
- Drive awareness and adoption of self-service features through engagement initiatives.
- Ensure regulatory, legal and risk requirements are embedded into all deliverables.

**About You**

You have a knack for identifying service gaps and turning them into digital opportunities. You blend customer empathy with strong commercial judgement and thrive working across diverse teams to deliver meaningful outcomes.


Key skills and experience required:

- 10+ years’ experience in digital service design, digital product ownership or related roles.
- Strong understanding of self-service feature development, especially in mobile apps.
- Experience in Agile product management and cross-functional team environments.
- Commercially savvy with proven ability to develop and track business cases.
- Data-driven, customer-focused and experienced in digital transformation.
- Exceptional stakeholder engagement and influence skills.
- Background in health, insurance or financial services highly regarded.

**What’s in it for you?**

As well as a competitive salary, a range of Bupa benefits and flexible working/work from home arrangements, you’ll be encouraged to innovate. You will be collaborating with various teams to deliver exceptional experiences. You will have the opportunity to further learn and develop with excellent internal development courses available and a supportive career development environment. We trust, respect, and consider everyone, knowing your difference will make the difference.
- Interested to explore some more? Click on the links below:_
- Bupa puts First Nations Health at the centre of Reconciliation Action Plan_
- Because being you at Bupa matters_