Customer Experience Manager

Job Description:

Customer Experience Manager

Location: London, Staines, or Salford Quays

Permanent, Full Time – 37.5 hours per week

Salary: £50,5000 - £63,000

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

The role

At Bupa UKI, our mission is to excel in customer experience, ensuring we delight customers through outstanding service. As a values-led organisation, customer experience is at the heart of what we do. We strive to connect with our customers through world-leading service, supporting them in their time of need. Our ambition is to be the world's most customer-centric healthcare organisation. To achieve this, we need to develop a best-in-class experience strategy, aligning with our transformational goals while supporting our frontline teams to deliver consistently for our customers.

We want you to help set us apart. You will be completing insight analysis to identify areas of development, seeking innovation, creating a strategy, presenting this to the business, and then rolling it out and delivering it.

You’ll help us make health happen by

• Define and Embed Customer Experience Vision: Develop and implement our customer experience vision, aligning all our people to a common goal, becoming customer-obsessed to remove barriers and reduce effort for our customers to create a seamless customer journey.
• Customer Experience Data Strategy: Partner with data colleagues to define and develop the data models and measures needed for success.
• Champion the Customer: Understand customer preferences and needs, optimizing the use of Customer Listening Channels across the business.
• Drive Customer-First Culture: Ensure the customer is considered and visible at all points of the decision-making journey.
• Insight and Analysis: Oversee the analysis of our data to develop strategic solutions that address customer pain points and support leaders in accessing Customer Listening and identifying improvements.

Key Skills needed for this role

• Data-Driven Decision Making: Use data to find insights, make decisions, and take actions that align with our strategy.
• Influence and Drive Change: Influence others to make changes and drive the agenda within customer service.
• Customer Experience Expertise: A track record of defining and developing successful Customer Experience frameworks in a Customer Contact environment.
• Project Leadership: Experience leading projects using multiple methodologies and working in a matrix environment.
• Strong Relationships: Proven ability to build effective working relationships across teams, with a passion for delivering excellent service to internal and external customers.
• Team Leadership: Ability to lead and influence teams, often without structural authority, with energy, passion, and resilience.
• Regulatory Understanding: A strong understanding of the relevant regulatory environment and the data framework needed to succeed in an experience-led environment.

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 as a Customer Experience Manager 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
• Electric Car Scheme
• Access to My Bupa Extras (health and wellbeing, finances and protection, leisure, and lifestyle)

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 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.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. 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 require information regarding this role in an alternative format, please email: careers@bupa.com

Time Type:

Full time

Job Area:

Commercial & Analytics

Locations:

Bupa Place