Head of Health Propositions

A key initiative for Bupa APAC, Connected Care is coming to life via a dedicated team who are passionate about health, solving complex problems, and creating seamless and personalised customer journeys to positively impact the lives of millions of people.

Reporting to the General Manager, Product & Partnerships, the Head of Health Propositions is responsible for a key stream of work – developing the case for new propositions that support customers to get well and stay well, while improving navigation and integration for seamless experiences.

Leading a diverse team of customer experience and design roles, and proposition managers with clinical experience, this role is critical to the strategic and sustainable scaling of new propositions and the successful delivery of Connected Care's broader agenda.

The Head of Health Propositions is responsible for providing leadership and direction for customer experience and design across the program, and work closely with stakeholders across the enterprise on growth opportunities and customer value propositions in key markets/business units/areas.

What You'll Be Doing

Here's what you can look forward to in this role:

• Drive and motivate a high-performing team known for innovative thinking, strong collaboration, and a shared passion for healthcare
• Lead the development and implementation of strategies and frameworks for new proposition development, working closely with senior stakeholders across the business.
• Manage the development of new healthcare propositions, taking a customer, data and system-led approach and balancing growth and commercial ambitions.
• Help drive the delivery of a personalised and scalable customer experience that is connected and meets evolving needs
• Oversee customer experience and service design support for existing propositions with a continuous improvement mindset.
• Promote customer centric and design led thinking within the team and across key functions to help build internal capability

What You'll Bring

To succeed in this role, you'll ideally have:

• Proven experience in leading customer experience and service design initiatives within a dedicated function or business unit
• Extensive experience in management of design and development of new clinical health services or products with relevant tertiary qualification in public health or clinical health discipline.
• Relevant tertiary qualifications or extensive experience in business, customer experience, service design
• Strong industry experience in healthcare, private health insurance, or other service-oriented environments
• An experienced team leader with the ability to inspire, coach, and develop high-performing teams to solve complex problems and deliver results
• Demonstrated experience in collaborating with cross-functional teams to design and implement customer-focused strategies in matrixed or mid-to-large organisations
• Solid understanding of customer-centric design principles and ability to apply contemporary product management practices
• Demonstrated experience working in agile environments, contributing to both day-to-day operations and broader transformation initiatives
• Excellent communication, presentation, and stakeholder engagement skills with the ability to influence across levels
• Thorough understanding of customer segmentation and management techniques, the businesses, products and related processes supported and the regulations impacting them

Why work at Bupa?

We keep our people smiling by helping them improve their lives in and outside of the office.

We're a welcoming lot, no matter who you are or where you've come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work.

We support our people to be the best version of themselves, physically and mentally. With a healthy work/life balance, leadership support, reduced private health cover, study leave, volunteering options and a commitment to promoting from within.

Our employees can access wide range of benefits: from our own products (incl. health insurance discounts) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few). We reward our people and celebrate their success, provide initiatives that develop careers and look after our people's health, wellbeing, and futures.

About Bupa Asia Pacific:

Bupa is an international healthcare group which has been committed to a purpose of helping people live longer, healthier, happier lives and making a better world for more than 70 years.

Bupa Asia Pacific operates in Australia, New Zealand and Hong Kong, supporting about 6.5 million customers through a broad range of health and care services including health insurance, aged care, dental, medical, optical and hearing services. Employing more than 20,000 people in the region, we believe that we can make a real difference to the lives of customers through our values, purpose and the way that we deliver personalised care.

At Bupa, we are striving to create and sustain a safe and inclusive workplace. We welcome applicants from all cultural backgrounds, genders, and abilities. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.