Customer Engagement Manager

Location: Melbourne, Sydney or Brisbane | Work Type: Full-time / 12month Fixed Term Contract | Hybrid Work Arrangement

About the Role

We have a rare and exciting opportunity for a Proposition Manager to join our Service squad on a 12-month fixed-term secondment covering parental leave.

As a trusted advisor within our Health Insurance business, you'll play a key role in protecting our customers and Bupa's reputation. The Service team is a unique part of the business, covering areas such as payments, claims, and member communications — often acting as a catch-all for critical customer touchpoints.

You'll lead the planning and execution of timely, targeted, and impactful 1:1 customer communication, supporting both strategic initiatives and reactive issues management. This includes working closely with delivery squads and collaborating across teams — from product and marketing to corporate affairs — to ensure communications are aligned, compliant, and customer-focused.

To thrive in this role, you'll bring deep experience in 1:1 communications, risk and compliance, and stakeholder engagement — ideally within a large, matrixed organisation.

Key Responsibilities

• Develop and deliver integrated communications for Health Insurance, aligned with Bupa's strategic priorities.
• Provide strategic and operational support across the Service squad and other teams, particularly in large-scale compliance communications, stakeholder engagement, and issues management.
• Monitor content and campaign performance, using insights to inform continuous improvement.
• Contribute to the development of scalable communications frameworks, toolkits, and best practices.
• Communicate customer research, strategy, and design with commercial awareness.
• Simplify and articulate complex issues and data to stakeholders at all levels.

About You

You're a confident communicator and strategic thinker who thrives in fast-paced environments. You bring a customer-first mindset and a collaborative approach to solving complex problems.

You'll bring:

• Proven experience in customer-centric design and 1:1 communications.
• Strong understanding of risk, compliance, and regulatory frameworks.
• Experience working in agile delivery environments and supporting cross-functional squads.
• Ability to manage multiple priorities and work efficiently under pressure.
• Exceptional stakeholder engagement skills — from operational teams to senior executives.
• Background in insurance, finance, or telco (desirable but not essential).
• Familiarity with workflow management tools such as PEGA or SaaS platforms.
• Tertiary qualifications in business, marketing, or a related discipline.
• A courageous and optimistic mindset — you embrace complexity and believe in shaping the future through creativity and collaboration.
• Strong facilitation skills and experience leading workshops and presentations.

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 health insurance, as well as access to our new global wellbeing program, Viva. Viva has been designed to help you to live a healthy and happy life. It encompasses a comprehensive health and wellbeing program which includes access to health insurance benefits that will assist with covering the cost of medical treatment, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks. You will also be eligible to access various discounted products and services through our VIVA wellbeing partnerships.