Head of Channel Automation

6 days 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.

**About the role**

The Head of Channel Automation is accountable for setting and executing the vision for Bupa's automation strategy across all customer interaction channels (+5M customer interactions), improving cost to serve metrics while increasing NPS. This includes managing budgets to ensure financial viability. Focus will be on optimising Digital Messaging through full and partial automation, chatbot interactions, and automated customer journeys across all channels to enhance customer experience and operational efficiency, aligning with the overall business strategy.

Key accountabilities include:

- ** Strategic Vision and Leadership** - Develop and lead the automation strategy, setting the long-term vision (1-5 year horizon) for customer interaction channels with a focus on reducing operational costs with higher NPS.
- ** Program Design and Implementation -** Design and implement automation programs that drive efficiency and Agent productivity increase, and enhance customer experiences, delivering measurable financial impacts.
- ** People Management** - Lead and mentor a diverse team, including Journey Experience Designer, Customer Intent Lead, Strategic Channel Insights Manager, Conversations Writers and Designers and analysts across the business.
- ** Performance Monitoring and Reporting** - Develop and maintain dashboards and reports to monitor the performance of automated solutions, with a focus on financial metrics, cost savings, NPS and efficiency improvements.

**About You**

Success in this key leadership role will require you to bring:

- Bachelor’s degree in a related field such as Business, Engineering, Finance, Data Analytics, or Information Technology. Additional business or technical qualifications are highly beneficial.
- Minimum 10 years experience in Messaging, Strategy and/or Consulting.
- Minimum 5 years of leadership experience, including people management responsibility.
- Minimum 3 years experience working in Health Insurance.
- Robust understanding of Messaging and Voice customer service channels.
- Proven experience in data analysis, reporting, and performance monitoring.
- Strong analytical skills with the ability to interpret complex data and provide actionable insights.
- Demonstratable skill in data storytelling and presentations.
- Excellent communication and collaboration skills.

**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 globally 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_

  • Head of Lifecycle Marketing and Automation

    2 days ago

    Melbourne, Australia Cbus Full time

    Head of Lifecycle Marketing and Automation **About Cbus** Created by workers, for workers, Cbus Super is one of Australia's most successful Superannuation funds. For almost four decades we've proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry. As an...

  • Head of Channel Performance

    2 days ago

    Melbourne, Australia Pony Express Talent Delivery Full time

    Leadership role - Own channel perfomance & optimisation - Strategy + Delivery **Company** An international health insurance and healthcare group with over 31 million customers worldwide. Australia's diversified Health and Healthcare offerings include insurance, retirement, aged care, health services and the Australian Defence Force contract. **Role** The...

  • Head of Indirect Channels

    2 days ago

    Melbourne, Australia VOCUS Full time

    Join Australia's fourth largest Telco in an exciting growth phase - Ability to work from anywhere 3 days a week and 2 from the office - Do it. Own it. Love it. We are a business who is crazy about customers. We use disruptive thinking every day to ensure that we are capturing every opportunity to deliver the ultimate experience to our customers and people....

  • Head Of Cyber Channel And Partnerships

    3 weeks ago

    Melbourne, Victoria, Australia Buscojobs Full time

    Join to apply for the Head of Cyber Channel and Partnerships role at Triskele Labs 2 days ago Be among the first 25 applicants Join to apply for the Head of Cyber Channel and Partnerships role at Triskele Labs About Triskele Labs Triskele Labs is a cybersecurity services company delivering real-world solutions across advisory, offensive, defensive, and...

  • Head of Digital Channels Operations

    4 days ago

    Melbourne, Australia NAB - National Australia Bank Full time

    **Work type**: Permanent Full time **Location**: VIC- Melbourne CBD - **Opportunity for a key leadership role leading a Domain in the Digital team**: - **Bring your experience across Digital, Agile Methodology and Project/Program Management**: - **Be recognised as a leader, empowered to establish, grow, deliver and succeed** **It’s more than a career at...

  • Head of Cyber Channel and Partnerships

    4 weeks ago

    Melbourne, Victoria, Australia Triskele Labs Full time

    Join to apply for the Head of Cyber Channel and Partnerships role at Triskele Labs2 days ago Be among the first 25 applicantsJoin to apply for the Head of Cyber Channel and Partnerships role at Triskele LabsAbout Triskele LabsTriskele Labs is a cybersecurity services company delivering real-world solutions across advisory, offensive, defensive, and response...

  • Channel Manager

    1 week ago

    Melbourne, Australia Bupa Full time

    **The Opportunity Reporting to the Head of Customer Engagement this role is accountable for driving innovation and efficiency in the way the Customer Engagement and Personalisation team manages the mail house channel. The role has direct responsibility for a team of channel specialists who will contribute and be responsible for the successful delivery of...

  • Digital Channel Manager

    2 weeks ago

    Melbourne, Australia Simplot Full time

    Simplot Australia is a food manufacturing and agriculture business encompassing potato, vegetable, seafood, and sauce operations that supply a wide range of frozen, shelf-stable and chilled products to Australia and New Zealand’s major retail and food service customers. As a leading provider of quality, nourishing and sustainable food, we are focused on...

  • Channel Sales Manager

    2 weeks ago

    Melbourne, Victoria, Australia Six Degrees Executive Full time

    1 day ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features.Company Overview: This is a rare opportunity to join a global engineering business with over 100 years of heritage in innovative design and automation.With operations across Australia, New Zealand, Asia, Europe and North America, the company delivers...

  • Automation Expert

    6 days ago

    Melbourne, Victoria, Australia beBeeEngagement Full time $80,000 - $90,000

    Customer Engagement Automation StrategistAustin Group is seeking a Customer Engagement Automation Strategist to enhance customer relationships and drive business growth through innovative automation strategies.Key ResponsibilitiesDesign and implement automated workflows and campaigns within the CRM system aligned with the customer lifecycleDevelop and...