Customer Experience

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

**Why Bupa?
Think beyond conventional insurance and finance sector roles. Health is rapidly emerging as the next big thing for business-savvy innovators. We’re adapting and growing to meet the new realities in healthcare. To achieve this, our agile culture brings together broad expertise to offer more far-reaching services to benefit people’s health and mental wellbeing. This adds variety to your role, presents fresh daily challenges and widens the range of projects and businesses you’ll work across.

**What’s your role?**

Please note this is a 6 month fixed term contract opportunity.

The Customer Experience & Lifecycle team’s mandate is to accelerate Bupa’s Health Insurance business through the delivery of exceptional customer experiences. As key part of a rapidly growing team, this role will drive outcomes and work with the entire organisation to ensure the Core Modernisation program of work is anchored in customer centricity. The Core Modernisation project is focused on identifying, designing and delivering system solutions to achieve customer and business objectives.

The Customer Experience & Lifecycle specialist will bring the voice of the customer to life in the design of solutions to ensure what is delivered meets the current and future needs of Bupa customers. Using Design Thinking methodologies, the role will collaborate to solve problems and lift the business capability whilst doing so.

**What will your day look like?**
- Lead customer advocacy in problem solving and decision-making forums.
- Develop high level experience journeys when required.
- Create high level overviews of key stakeholders impacted by systems.
- Advise project team members on the impact of decisions on customers.
- Manage the set up and facilitation of workshops that identify and refine business requirements.
- Interview key internal stakeholders to identify pain points and opportunities to delight.
- Support with the education of project team members on the strategic customer bets of the business.
- Source, aggregate and interpret customer, commercial, people and operational data to identify opportunities to improve speed, quality, effectiveness and customer experience.
- Lead engagement with the business to capture data, information and ideas to feed into business requirements.

**What will you bring?**
- Experience using Design Thinking / Human Centred Design to solve problems.
- Demonstrated experience and involvement in a large scale tech projects (preferred)
- Strong interpersonal and communications skills that enable an individual to build relationships at all levels, navigate a complex matrix organisation, work in a fast-moving collaborative culture and influence the direction of the outcome.
- Passion for the customer
- Demonstrated ability to process and synthesise large quantities of complex data and information and simplify it to tell a story.
- 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 in a way that acknowledges commercial overlay.
- Ability to clearly articulate, simplify and communicate complex issues and data to stakeholders at all levels.

**What’s in it for you?**

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

Other benefits include discounts on our health insurance, travel, car, home, contents and pet insurance products as well as Bupa services such as Dental and Optical. You can also access a ‘People First’ wellness program which provides a range of services such as health coaches, annual skin checks and flu vaccinations, assistance with nutrition, mental and general well-being guides and product discounts.

You’ll feel happier & healthier working at Bupa