Bupa’s global ambition is to be the world’s most customer centric healthcare organisation. As a global healthcare enterprise, we have a proud history of care and a clear purpose: “helping people live longer, healthier and happier lives and make a better working world”.Bupa APAC operates across Australia, New Zealand and Hong-Kong with an ambition to grow our market presence in a sustainable manner. 

Reporting to the Senior Campaign Manager this role is responsible for the translation of propositions into valuable, effective, and measurable engagements within the associated Customer Engagement value stream, collaborating with internal stakeholders across the organisation (e.g., portfolios’ product owners) to ensure alignment of the proposition to Customer Engagement targets and outcomes. 

This role is key in supporting the Head of Customer Engagement and Senior Campaign Managers in their engagement with key internal stakeholders across the organisation – HI (C&I) and non-HI leaders (Optical, Dental, BVAC, GI etc.), providing insights and subject matter expertise on how their desired targets translate into a series of high-level compelling, personalised, and actionable propositions and initiatives, aligning with the Customer Engagement Value Framework and Contact strategy. 

Success in this role would look like:

• Collaborate with the Head of Customer Engagement and Senior Campaign Manager to define, execute and optimise quality, effective, and measurable customer propositions
• Demonstrated customer-centric design mindset; delivering customer-centric design solutions through time-tested and creative approaches and methodologies 
• Leverage Analytics & Campaign Optimisation to collect and assess campaign execution insights as part of the campaign design and to play back to stakeholders post campaign as part of optimisations recommendations
• Collaborate with business stakeholders to drive optimisations to engagements 
• Codesign engagements with squad leads by bring to the relevant forums business and customer context 

Responsibilities:

• The launch and ongoing optimisations of propositions aligned to prioritised business challenges aligned with the Customer Engagement Strategy and Contact strategy.
• Ensure propositions are taken to market following best practise channel principles following approved content and messaging style guide.
• Accountable for the development of valuable, effective, and measurable propositions within the associated Customer Engagement value stream, collaborating with internal stakeholders across the organisation (e.g., portfolios’ product owners) to ensure alignment to their desired Customer Engagement targets and outcomes. 
• Support the Head of Customer Engagement and Campaign Leads in their engagement with key internal stakeholders across the organisation – HI (C&I) and non-HI leaders (Optical, Dental, BVAC, GI etc.), providing insights and SME on how their desired Customer Engagement targets translate into a series of high-level compelling, personalised, and actionable propositions and initiatives 
• Support the Marketing Portfolio Lead in the Quarterly Planning and Prioritisation (QPP) process, ensuring visibility and clarity in the prioritisation and calendaring of customer engagement briefs in an effective and efficient manner that drives customer and business outcomes 
• Support the Campaign lead to manage Campaign Squads to ensure the development and delivery of briefs that align to their desired Customer Engagement targets, the outcomes and measures of success of the Customer Engagement value stream, and more broadly, to the Customer Engagement and contact strategy 
• Collaborate with the Analytics & Campaign Optimisation and Data Features to assess the effectiveness of campaigns against defined data features, continuously eliciting insights and recommendations that inform the understanding and improvement of their associated propositions
• Collaborate with the PEGA and Adobe team to identify, design, develop, and implement automated deliveries of timely, relevant, and personalised customer communications 

Qualifications, Training and Experience 

• Demonstrated customer-centric design mindset; delivering customer-centric design solutions through time-tested and creative approaches and methodologies
• Demonstrated ability to lead effective teams; building strong-identity and multi-functional teams that apply their diverse skills and perspectives to achieve common goals
• Demonstrated strong emotional intelligence; intimately understanding and empathising with Bupa customers’ varying journeys and preferences • Working experience in agile delivery, planning and co-ordinating program of work for multiple agile squads 
• Tertiary qualifications in business, marketing or related disciplines. 
• Strong interpersonal and communications skills that enable an individual to work in a fast-moving collaborative culture and influence the direction of the outcome. 
• Ability to operate on strategy and big picture, but also able to get into the detail on the operational side of the role 

What’s in it for you?

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.