Customer Experience Strategy Manager

Be at the heart of it

We have a clear ambition to be the world's most customer-centric healthcare company. To bring our ambition to life, we are evolving how we do things to create value for our customers now and into the future.

Our global purpose is to help our customers live healthier and happier lives. Just imagine the impact you could make

We're looking for a Customer Experience Strategy Manager to join our APAC Customer & Transformation team. This is a unique opportunity to shape the future of healthcare experiences by identifying and embedding the moments that matter most to our customers, driving lasting advocacy.

Reporting to the Senior CX Strategy Manager, this is a permanent, full-time role that can be based in Melbourne, Sydney or Brisbane. Bupa offers hybrid working arrangements (a mix of working from home and in-office collaboration).

How will you make an impact?

This role will be at the forefront of Bupa's customer journey transformation—connecting customer needs with business priorities to design experiences that are meaningful, measurable, and memorable.

You'll work with experts from across the business to identify signature experiences that exceed customer expectations, develop strategic roadmaps, and embed customer-led thinking into everything we do. This role is about influence, not ownership—mobilising teams, aligning priorities, and bringing people on the journey.

Your key responsibilities will include:

• Identifying and prioritising enterprise-wide customer journeys aligned to strategic goals.
• Developing frameworks, principles and roadmaps to guide customer experience transformation over the next 3-5 years.
• Use customer insights, research, and data to inform decision-making.
• Partner with stakeholders across the business to embed customer-first strategies.
• Champion a customer-led culture and uplift CX capability across teams.
• Influence senior leaders and present to executive audiences with clarity and impact.

About You

You're a strategic thinker with a passion for customer experience and a knack for verbal and visual storytelling. You thrive in complex environments, love solving complex, human problems, and know how to bring people together to drive change.

You're confident, polished, and pragmatic—able to zoom out to the big picture, but also dive into the detail when needed.

Key skills and experience required:

• Tertiary qualifications in business, customer experience, or a related discipline, with a strong foundation in customer-led strategy and design thinking.
• Proven experience influencing senior stakeholders and presenting to executive audiences, with excellent storytelling and communication skills.
• Applies a strategic lens to customer experience design, ensuring initiatives are commercially grounded and tailored to the unique priorities of different business units.
• Strong project management capability, with the ability to operate strategically while also managing operational detail in a fast-paced, matrixed environment.
• Demonstrated ability to combine customer research with business strategy to develop commercially sound and customer-centric solutions.
• A courageous and collaborative mindset—comfortable navigating ambiguity, solving complex problems, and bringing people on the journey.
• Experience in regulated industries (ideally healthcare), with an understanding of compliance, privacy, and ethical considerations in customer experience.

What's in it for you?

We reward our people and celebrate their success. From providing initiatives that develop careers to looking after our people's health, wellbeing, and futures. Through the Viva Healthier and Happier program, we are providing health benefits for everyone who works at Bupa, no matter their role. We want to support our people to be the healthiest and happiest versions of themselves.

At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.

We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.

We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you'd like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.