Customer Experience Manager

Job Description:

Job Title Customer Experience Manager

Contract: Hybrid 50/50 WFH/Office

Location: Leeds with occasional travel to other sites

Permanent/fixed term contract: Permanent – 37.5 hours per week

Salary range: £Competitive + company car + 10% Management Bonus

We make health happen

Join us in shaping outstanding customer experiences across Bupa Care Services.

The Customer Experience Manager leads the strategic customer programme across Care Services, ensuring exceptional experiences across all customer journeys and micro-moments.

How you’ll help us make health happen:

• Lead the Care Services customer programme to achieve our strategic customer targets.
• Develop and implement an engaging NPS strategy across care homes and Richmond Villages.
• Create and embed initiatives that improve customer experiences across all touchpoints.
• Deliver Customer Scorecards, tools, and multimedia content to drive cultural change.
• Manage customer events, forums, and engagement activities across the business.

Key Skills / Qualifications needed for this role:

• Full UK driving licence.
• Ability to identify trends, opportunities and convert them into impactful customer experiences.
• Marketing qualification or significant experience within a marketing function.
• Experience creating video content and delivering change through multiple sites.
• Strong problem-solving skills, attention to detail and ability to work independently.
• Proven track record of project delivery
• Experience of developing and delivering high quality materials and sessions for events

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.

• 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

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

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 of 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.

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