Senior Manager, Strategic Customer Development

Job Description:

Senior Manager, Strategic Customer Development

Angel Court, London

Permanent

£75k – £93k DOE + 25% bonus + car allowance

35 hours per week

We consider all types of flexibility, including locations, hours and working patterns.

Working in our Group function you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care not just in the UK but around the globe. 

No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day, by helping shape the strategic direction of our business around the world.

The role

As Senior Manager, Strategic Customer Development will be a key member in the Group Customer Transformation Team - a small, supportive, and high-performing team led by Bupa’s Group Customer Director and reporting into Bupa’s Group Chief Strategy and Transformation Officer.

You’ll help us make health happen by

• Lead engagement with MU Customer teams to align region specific strategies to Group vision
• Utilising insight from the Group Customer Insights team and research from within our Group Transformation Office, to inform areas of opportunity
• Identify capability gaps and provide advice & guidance on “how” to close the gap to transform customer experience across all 3 Market Units globally
• Lead development of innovative CX tools and capabilities to transform customer experience
• Work with stakeholders across our 3 Market Units to define group-level hypotheses find customer centric solutions for delivery
• Stay at the forefront of Customer Transformation by engaging with external best practice, bringing new developments to Bupa to help achieve our world leading customer targets
• Collect and create knowledge on new CX trends, best practices, technologies, capabilities, and methods
• Support definition and embedding of Customer Principles and CX Standards across Bupa

Key Skills / Qualifications needed for this role

• Expert in customer experience across all digital and physical touchpoints, with a clear understanding of business strategy and how it relates to customer management
• Experience of leading CX programs and projects and seeing it through to successful completion
• Solid change management experience across People, Process, Technology and Data change
• Business Improvement capability to analyse root causes and find ways to improve
• Adept at presenting to audiences at all levels and influencing decision makers up to CEO level
• Strategic storytelling ability proven to craft strategic narratives of an engaging quality, with the ability to translate complex analytical statements into credible and stimulating presentations
• Excellent leadership skills
• Customer Management: 10+ years’ experience with specific emphasis on experience management, capability development and continuous improvement, ideally in consulting / advisory / corporate development functions
• Sectoral knowledge: advantageous to have up to date knowledge of granular trends and developments in customer transformation (including physical and digital interactions)

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Annual performance-based bonus

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you would like more information on the role, require an alternative format, or would like to discuss other opportunities suited to your skills and experience, please contact [email protected]

Time Type:

Full time

Job Area:

Strategy, Change & Transformation

Locations:

Angel Court, London