Growth Analytics Manager

**About Bupa Asia Pacific**

From aged care homes receptionists, dental surgeons, telehealth and admin, to our call centres, data professionals and tech gurus, we’re all in it together - 22,000+ people who keep inspiring each other to explore new possibilities, wherever the challenges of the healthcare world take us.

**Where are we heading?**

We set a global ambition to be the world's most customer-centric healthcare company, and are committed to excellent customer experiences through service, value, and putting our customer at the heart of everything we do. Care is at our core and will always be a part of how we operate.

More than that, our care puts customers at the heart of everything we do. We make a genuine effort to see the world through our customers’ eyes to make things easy, keep relevant to their needs and showing empathy and understanding.

**About the role**:
We have an exciting opportunity for a talented Growth Analytics Manager to join our team. As a vital member reporting to the Head of Channel Analytics, this is a pivotal role for the transformation of Customer and Business Operations (CBO) incentive and outbound programs, providing strategic insights for informed decision-making. This role will require managing target-setting and incentive frameworks for CBO, developing and implementing strategies to achieve customer and business goals, and overseeing relevant initiatives, services and technology-based products / systems.

In addition, the Growth Analytics Manager will manage a suite of outbound strategies designed to grow Bupa's new business and retention results, develop new outbound strategies, and balance net growth opportunities and operational efficiency in the execution of leads. They will also overlay commercial acumen across contact centre operations or customer-facing environment and build strong advisory relationships while persuading and guiding senior leaders based on clearly articulated recommendations and data-driven insights.

This is a permanent, full-time position ideally located in Melbourne or Brisbane, with hybrid working opportunities.

**How will I help?**

Key accountabilities of this role include:

- Provide strategic, data-driven and operational insights to the senior leadership team for informed business decision-making to achieve Bupa's growth ambitions.
- Lead the development, maintenance, and enhancement of all outbound contact strategies designed to grow Bupa’s new business and retention results, while ensuring optimal utilisation of resources across all channels
- Drive the end-to-end integration of outbound strategies with Bupa's internal processes and broader health insurance market, spanning contact centre diallers, SMS, web chat and new digital technologies as they arise
- Continuously improve the outbound strategies to balance net growth opportunities and operational efficiency, with a strong focus on customer outcomes
- Ensure that business outcomes are integrated into ingestible dashboards and visualisations that assist in decision making
- Overlay commercial acumen across contact centre operations or customer facing environment, balancing customer needs and business goals
- Deliver strong commercial advice challenging current business assumptions,
- Analyse business data and provide strategic insights to leadership team on target-setting, including the development for performance matrix and incentive management
- Build strong advisory relationships and persuade and guide senior leaders based on clearly articulated recommendations and concisely represented data that drives stakeholder expectations to the point of decision-making

**What do I need?**
- Tertiary qualifications in business, data, finance, engineering, science or management, or equivalent experience (preferred)
- 5+ years significant experience in data centred business analysis and process optimisation strategies
- Project delivery, change management and continuous improvement capabilities
- Experience with outbound dialler technology is essential
- Experience with incentive frameworks and target setting to align with financial goals.
- Leadership competence and ability to engage and enable diverse teams, including situational awareness and conflict resolution
- Strong skills in stakeholder management, collaboration, planning, organisation, decision making and time management
- Ability to think creatively to solve problems, including conflicting priorities and new solution development
- Experience with agile practices and principles and familiarity with a range of digital tools
- Ability to handle complex analysis processes and develop solutions in consultation with others, including expert professionals
- Experience with SAS, SQL and Microsoft Power BI desirable

**Why work at Bupa?**
- We keep our people smiling by helping them improve their lives in and outside of the office.
- We’re a welcoming lot, no matter who you are or where you’ve come from. We welcome all talents a