Strategic Customer Development Manager

4 weeks ago

London, Greater London, United Kingdom Bupa Full time

Job Title: Senior Manager, Strategic Customer Development

Job Summary:

We are seeking a highly skilled Senior Manager to lead our customer transformation efforts. As a key member of our Group Customer Transformation Team, you will play a critical role in helping our customer-facing colleagues deliver exceptional standards of customer service and patient care globally.

Key Responsibilities:

  • Lead engagement with customer teams to align region-specific strategies with our Group vision
  • Utilize customer insights and research to inform areas of opportunity and drive customer experience transformation
  • Identify capability gaps and provide guidance on how to close them to transform customer experience across all three market units globally
  • Develop innovative customer experience tools and capabilities to drive transformation
  • Work with stakeholders across our market units to define group-level hypotheses and find customer-centric solutions for delivery
  • Stay at the forefront of customer transformation by engaging with external best practices and bringing new developments to Bupa to achieve our world-leading customer targets
  • Collect and create knowledge on new customer trends, best practices, technologies, capabilities, and methods
  • Support the definition and embedding of customer principles and CX standards across Bupa

Requirements:

  • Expertise in customer experience across all digital and physical touchpoints, with a clear understanding of business strategy and its relation to customer management
  • Experience leading CX programs and projects to successful completion
  • Solid change management experience across people, process, technology, and data change
  • Business improvement capability to analyze root causes and find ways to improve
  • Adept at presenting to audiences at all levels and influencing decision makers up to CEO level
  • Strategic storytelling ability to craft engaging narratives and translate complex analytical statements into credible presentations
  • Excellent leadership skills
  • Customer management experience with a focus on experience management, capability development, and continuous improvement, ideally in consulting, advisory, or corporate development functions
  • Sectoral knowledge of customer transformation trends and developments, including physical and digital interactions

Benefits:

We offer a range of benefits to support your health and wellbeing, including flexible working, family-friendly benefits, and a global wellbeing program.

Why Bupa?

We're a health insurer and provider driven by a purpose to help people live longer, healthier, happier lives and make a better world. We champion diversity and understand the importance of our people representing the communities and customers we serve.

Time Type: Full time

Job Area: Strategy, Change & Transformation

Locations: London

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