Customer Experience Specialist

A full time, permanent opportunity has become available in our Bupa Medical Visa Services (BMVS) Customer Experience team. This is a hybrid role and will be based out of our Melbourne office location when not working from home.

As the Customer Experience Specialist, you will be is responsible for enabling the delivery of an optimal customer experience and supporting the business with customer improvement initiatives within both of our Bupa Health Services government contracts; Bupa Medical Visa Services (BMVS) and ADF.

The focus of the role is varied and diverse and will include customer satisfaction metrics and reporting, working with stakeholders on customer improvement initiatives, represent BMVS and ADF to group and contribute, through leadership, to the overall customer revolution.

**How will I help?
Key accountabilities include but are not limited to:

- Collect, interpret, and analyse data and feedback from customers as well as customer facing teams to derive meaningful insights for improvement.
- Utilise data, feedback and insights to identify impactful customer service initiatives and improvements in conjunction with BMVS clinics to make well-informed business decisions to enhance the overall BMVS and ADF customer experience.
- Drive and oversee service improvement initiatives and imperatives across BMVS, working with project manager and relevant stakeholders to ensure customer service enhancement deliverables.
- Work in collaboration with all other business functions to promote consistency in the end-to-end customer experience across all stages, channels and touchpoints in the customer journey and manager the customer escalation process.
- Advocate for change and make purposeful recommendations to business unit leaders and wider Bupa stakeholders to ensure buy-in and support with initiatives and proposed enhancements.
- Measure and track delivery ROI on identified transformation opportunities for customer experience.
- Build and maintain relationships with internal and external stakeholders.
- Participate in the relevant governance forums and ensure that issues are raised as it relates to interventions.

**What’s in it for me?**

As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home arrangements, you’ll be challenged and encouraged to innovate. You will partner with colleagues who are dedicated to delivering exceptional experiences. We respect and consider everyone, knowing your difference will make the difference.

Perk highlights:

- Discount on our health insurance, travel, car, home, contents and pet insurance products as well as discounts when you attend a Bupa Dental clinic or purchase glasses from a Bupa Optical store.
- A dedicated internal wellbeing team provides you with a range of services, such as a global resilience program, regular training opportunities on a range of wellbeing topics and access to a variety of wellbeing discounts.
- An additional well-being day each year to treat yourself.

**What do I need?**
- Extensive experience leading transformational change programs
- Analytical and commercial acumen
- Outstanding cross-functional stakeholder and relationship management skills, working across organisational structures with ability to influence at the most senior levels
- A strong understanding of customer experience and customer centricity principles is essential.
- Excellent communication and presentation skills and able to communicate complex ideas simply
- Experience in developing and implementing research-based customer propositions

**About Bupa**

Bupa is an international healthcare group which has a purpose to deliver longer, healthier, happier lives and making a better world for more than 70 years. In Australia and New Zealand, Bupa assists more than 5 million customers through a broad range of health and care services including health insurance, aged care, rehabilitation, dental, optical, medical, hearing and medical visa services.

Our people reflect the diversity of our community. At Bupa, your wellbeing, identity and own story is respected and valued.