Customer Experience Manager
Melbourne, Australia
The Opportunity:
A key focus of this role will be to accelerate Bupa’s Health Insurance business through the delivery of exceptional customer experiences. This role will drive outcomes and work with the entire organisation to solve complex problems, implementing iterative change and continuous improvement.
As Customer Experience Manager, you will be key in driving a customer-led culture by sharing and role modelling use of deep customer insights in decision making. You will lead cross-functional engagement with the business to inform prioritisation and deliver on shared objectives, being responsible for capturing and reporting on customer metrics.
Using Design Thinking methodologies, you will collaborate to solve problems and build business capability.
What You’ll Be Doing
Here's what you can look forward to in this role:
- Be a customer champion and bring the voice of our customers to the forefront of thinking across the Health Insurance business.
- Contribute to the development of Bupa’s customer experience strategy; identifying signature experiences and key deliverables to drive growth, commercial outcomes and align to our CX strategy and vision.
- Ensure the customer experience strategy evolves to meet the changing market, including competitor, regulatory, market developments and shifting customer demands
- Design, own and optimise end-to-end customer journeys and experiences across channels to ensure we deliver cohesive experiences.
- Ensure customer lifecycle management is actively considered to address key customer needs as they transition to realise desired commercial outcomes.
- Aggregate and synthesise customer, commercial and operational insights to identify and prioritise experience opportunities that deliver sustainable experience outcomes.
What You’ll Bring
To succeed in this role, you’ll ideally have:
- Tertiary qualifications in business, customer experience or related disciplines.
- Experience in Australian healthcare legislative and regulatory environment.
- Strong interpersonal and communications skills that enable an individual to work in a fast-moving collaborative culture and influence the direction of the outcome.
- Passion for the customer is essential
- Ability to operate on strategy and big picture, but also able to get into the detail on the operational side of the role
- A courageous mindset. You know that any challenge can be overcome with creativity and collaboration. You are highly optimistic with a belief that you have a say in creating the future when things are complex or messy.
- You are clear and confident, authentic honest and respectful
We’ve Got You Covered
At Bupa, care is at the heart of everything we do — for our customers and our people. We want you to thrive, so our global wellbeing program supports every aspect of your health: physical, mental, financial, and beyond.
Here’s just a taste of what you’ll enjoy:
- We take care of your health insurance with fully subsidised Bupa cover.
- Big discounts on travel, car, home, dental, optical & more
- Perks from partners like Apple, JB Hi-Fi, Endota Spa & New Balance
- Extra annual leave day just for your wellbeing
- A paid volunteer day each year to give back
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