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Customer Experience Manager
Melbourne, Australia
Customer Experience Manager
This is an exciting leadership opportunity to accelerate Bupa’s Health Insurance business by delivering exceptional customer experiences and driving meaningful commercial outcomes.
Working across the organisation, you will lead the resolution of complex challenges through innovative, experimental, and customer-centric approaches, while championing a culture that places customer insights at the heart of decision-making.
You will build strong cross-functional partnerships to influence prioritisation, align stakeholders around shared objectives, and capture and report on key customer metrics. Leveraging Design Thinking methodologies, you will collaborate with teams to solve business problems, enhance organisational capability, and deliver measurable impact.
Success in this role will require a driven and inspiring leader with outstanding customer focus, strong commercial acumen, proven people leadership experience, and the ability to influence effectively within a complex matrix environment.
This role includes (but is not limited) to:
- Be a customer champion and bring the voice of our customers to the forefront of thinking across the team
- Partner with Senior stakeholders to support the design and execution of end-to-end customer journeys and experiences across all channels to ensure a cohesive experience for our customers across all channels.
- Contribute to the development of Bupa’s Customer Experience strategy identifying our key signature experiences based on our customer strategy and key deliverables to drive growth, commercial outcomes and our CX ambitions.
- Ensure the customer experience strategies and execution evolve to meet the changing market, including competitor, regulatory and market developments, and customer demands to remain fit for purpose
- Ensure a customer lifecycle management approach is taken addressing 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
We’re looking for someone who’s passionate about helping others and thrives in a fast-paced, people-focused environment.
To succeed in this role, you’ll ideally have:
- Tertiary qualifications or proven experience in Customer Experience or Customer transformation roles within healthcare, insurance or complex organisations.
- 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
- Strong project management skills with experience working across strategy and operations
- Experience in leading the planning and facilitation of presentations and workshops with stakeholders
What’s in it for you
Here at Bupa your wellbeing, identity, and personal story are respected and valued. We are committed to building diverse teams that are reflective of the communities we serve and fostering a fair and inclusive workplace free from discrimination, bullying and harassment.
We encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants and are dedicated to removing barriers to participation.
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