At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.

We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we. We’re investing in more clinics, better systems and smarter, more connected ways to help our customers. As we continue to expand our services and invest in innovation, you’ll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before. 

Here, your work has purpose, your voice matters and your future is full of possibility.

Just imagine the impact you could make.

The purpose of this jobis…..

As part of Bupa's Assisted Channels Crew, you'll help shape the future of customer interactions across voice, messaging, automation and AI-enabled experiences, creating simpler, more connected customer journeys while leveraging platforms such as Amazon Connect to improve customer experience, operational efficiency and cost to serve.

You'll own a key Assisted Channels product area, roadmap and backlog, setting priorities, managing trade-offs and driving delivery against agreed OKRs and commercial outcomes.

Leading one of Bupa's Assisted Channels squads, you'll work closely with Business Solution Leads, Digital Product Configuration Leads, Engineers, Operational and Change stakeholders to improve customer journeys, determine what work gets prioritised, what gets delivered and how investment translates into measurable customer and business outcomes.

Acting as a critical bridge between business and technology, you'll partner with Operations, Engineering and Solution teams to balance customer, commercial and technical considerations while maintaining accountability for prioritisation, delivery outcomes and value realisation.

Key responsibilities include:

• Own and prioritise the assisted channels product backlog, ensuring delivery outcomes are aligned to Crew OKRs, customer needs, and business value. 
• Lead the end-to-end product delivery lifecycle, from discovery and prioritisation through to implementation and release, ensuring measurable outcomes and transparent progress. 
• Monitor product and operational performance, analysing customer contact centre metrics and insights toidentifyimprovement opportunities and inform roadmap and backlog decisions. 
• Develop and manage quarterly roadmaps, delivery plans, and forecasts, coordinating dependencies, resources, and cross-functional teams to achieve strategicobjectives. 
• Partner with Operations, Technology, and Solution stakeholders to design and deliver scalable, secure, and commerciallyviablesolutions, balancing value, risk, speed, and feasibility. 
• Track, measure, and communicate benefits realisation, including customer experience, operational efficiency, containment, productivity, and cost-to-serve outcomes. 
• Actively manage risks, dependencies, governance, compliance, and stakeholder engagement, ensuring informed decision-making and successful delivery outcomes. 

• Contribute to domain strategy and portfolio planning by identifying opportunities, providing feasibility and effort assessments, and presenting outcome-focused updates and recommendations to senior stakeholders.

What you’ll need to make it possible

This role will suit a Product Manager who enjoys balancing strategic product thinking with practical delivery leadership. You'll be comfortable shaping priorities, influencing stakeholders, managing backlogs, making trade-offs and driving measurable outcomes within a complex and evolving enterprise environment.

• Strong Product Management experience gained within agile, squad-basedor product-led environments, supported by strong technical acumen and experience working closely with Engineering and Solution teams to deliver complex digital solutions.
• Proven experience delivering and optimising customer experiences across contact centre or omnichannel environments, including voice, messaging, and digital channels. 
• Deep understanding of agile delivery, backlog prioritisation, roadmap management, lean product practices, and outcome-focused delivery. 
• Ability to translate complex business and customer problems into practical product solutions while building trusted relationships and influencing stakeholders across business and technology teams. 
• Strong analytical, commercial, and data-driven decision-making skills, with experience using customer insights, experimentation, and performance metrics to drive product outcomes. 
• Expertisein modern product management practices, including product strategy, customer discovery, experimentation, iterative development, and benefits realisation. 
• Ability to balance innovation with execution, challenge stakeholders constructively, and focus on solving root-cause problems that deliver measurable customer and business value. 
• Relevant tertiary qualifications or equivalent experience, with Agile Product Management or SAFe POPM certification preferred.
• Experience with AWS, Amazon Connect, or other cloud-based CCaaS platforms is highly regarded.

Why you’ll love it?

This is an exciting opportunity to own and shape the future of Bupa's assisted customer experiences, delivering simpler, more connected journeys for customers while driving meaningful operational and commercial outcomes.

You'll work at the intersection of business and technology, leading product strategy, prioritisation, and delivery across innovative contact centre platforms, including Amazon Connect. With genuine ownership, strong stakeholder engagement, and the ability to turn customer insights into impactful solutions, you'll play a key role in modernising customer experiences while growing your product leadership capabilities in a collaborative, agile environment.

If this sounds exciting, we’d love to hear from you. Let’s shape the future of healthcare, together.

At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.

We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.

We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.