Customer Experience and Lifecycle Manager

**Be at the heart of our brave new digital world**

This means you’ll be at the heart of finding better ways to help people live longer, healthier, happier lives and making a better world. Working in such a complex and specialised area brings a huge variety of opportunities for professional and personal growth. Just imagine the impact you could make

**What’s your role?**

A key focus of this role will be to accelerate Bupa’s Health Insurance business through the delivery of exceptional customer experiences. This role will drive outcomes and work with the entire organisation to solve complex problems using experimental and innovative approaches.

The role will also be key in driving a customer led culture by sharing and role modelling use of deep customer insights in decision making. You will lead cross-functional engagement with the business to inform prioritisation and deliver on shared objectives, being responsible for capturing and reporting on customer metrics. Using Design Thinking methodologies, you will collaborate to solve problems and lift the business capability whilst doing so.

The role demands a driven leader with outstanding customer focus commercial acumen, people leadership experience and the ability to influence across a complex matrix environment.

**What will your day look like?**
- Be a customer champion and bring the voice of our customers to the forefront of thinking across the team
- Contribute to the development of Bupa’s Customer Experience strategy identifying our key signature experiences based on our customer strategy and key deliverables to drive growth, commercial outcomes and our CX ambitions.
- Ensure the customer experience strategies and execution evolve to meet the changing market, including competitor, regulatory and market developments, and customer demands to remain fit for purpose
- Design, own and optimise end-to-end customer journeys and experiences across all channels to ensure a joined up and cohesive experience for our customers across all channels.
- Ensure a customer lifecycle management approach is taken addressing key customer needs as they transition to realise desired commercial outcomes.
- Aggregate and synthesise customer, commercial and operational insights to identify and prioritise experience opportunities that deliver sustainable experience outcomes.
- Partner with key stakeholders to ensure customer centric strategies, including the Net Promoter System are understood, implemented, maintained, and continuously improved in the Health Insurance business.
- Partner across the business to ensure an integrated plan of customer experience improvements are executed connected to the customer experience strategy and taking an end-toend journey approach.
- Drive and influence customer led ways of working and using design thinking methodologies to design and deliver differentiated customer experiences aligned to the CX strategy across Health Insurance.
- Leverage and communicate deep customer insight and partner across the Health Insurance business in the use of direct customer insights through customer research, testing, focus groups and co-creation.
- Provide thought leadership across the business in customer centric and design led thinking to build capability and a customer first mindset.
- Balance the need to continually deliver profitable growth and deliver great customer experience
- Represent Customer Strategy and Go To Market in delivery squads and bring in expertise from the broader team where warranted to leverage skillset within the team to enhance the design and successful execution of initiatives or BAU activity to achieve desired customer and commercial outcomes.

**What will you bring?**

If some of the skills and experiences outlined below resonate with you, we’d love to hear from you
- Tertiary qualifications in business, customer experience or related disciplines.
- Experience in Australian healthcare legislative and regulatory environment.
- Strong interpersonal and communications skills that enable an individual to work in a fast-moving collaborative culture and influence the direction of the outcome.
- You demonstrate a true passion for the customer experience
- Ability to operate on strategy and big picture, but also able to get into the detail on the operational side of the role
- A courageous mindset. You know that any challenge can be overcome with creativity and collaboration.
- You are highly optimistic with a belief that you have a say in creating the future when things are complex or messy. You are clear and confident, authentic honest and respectful.
- Strong project management skills with experience working across strategy and operations
- Experience in leading the planning and facilitation of presentations and workshops with stakeholders
- The ability to multi-task and work efficiently under pressure combined with careful attention to detail
- Demonstrated ability to communicate customer research, strategy and design