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

Bupa’s purpose is to be the most customer centric healthcare organisation in the world, providing outstanding service to our customers. Your role is to Identify and evidence improvements in customer experience, directly focused on our ambition to achieve a consistent +80 customer NPS score. You will work within the Operations & Healthcare Management function and  play a pivotal role in creating world class customer experience.

We want you to help set us apart. You will be completing insight analysis to identify areas of development, seek out innovation, help develop strategy and drive key areas of our business and customer journeys to new, improved levels.

This role will require you to be confident working with senior stakeholders and to present formally to the Senior Leadership Team and Exco as required.

You’ll help us make health happen by:

• Deliver key monthly reporting / progress packs on CX (Customer Experience) progress.
• Identify and analyse all current data points indicating customer satisfaction (NPS, Trustpilot, Complaints, Voice Analytics)
• Embed a ‘micro-moment’ framework to analyse the customer journey, ensuring it’s effective and evolving.
• Actively seek out new data points to give the strongest possible picture of customer experience and satisfaction.
• Use knowledge to protect customer experience, ensuring new processes or initiatives have no negative impact or risk.
• Be a key stakeholder in both new product and digital journey and Contact Channel Strategy development, ensuring CX is integral in design.
• Lead a cross-functional forum of Customer Experience Champions to drive cultural change.
• Lead and drive the embedding of our Customer Culture and Engagement principles.
• Drive, collate and validate continuous improvement across CX agenda annually.

Key Skills needed for this role:

• A track record of leading successful improvements in customer experience
• A track record of developing and deploying business change or the introduction of new products or services.
• Proven ability to build effective working relationships across teams.
• A passion for delivery of excellent service to internal and external customers
• A strong team player with the ability to lead and influence teams, often without the structural authority.
• Energy, passion, and resilience.
• A strong understanding of the relevant regulatory 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: [email protected]

Time Type:

Full time

Job Area:

Commercial & Analytics

Locations:

Bupa Place