Customer Insights and Research Manager

Job Description:

Customer Insights and Research Manager

Staines – hybrid/remote working options

12 month FTC

Full time - 37.5 hours per week

£54,000

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

We make health happen:

The purpose of this role is to work with the rest of the BGIUK Customer Intelligence team on the day-to-day management of the Bupa UK customer measurement programme (NPS) and lead other bespoke projects e.g. NPS, customer need, product and proposition development and communications.

The job holder will be responsible for the day-to-day management of several projects across the UK MU, managing projects with agencies and using expert skills to advise and guide stakeholders in their customer strategy. They will ensure the smooth delivery and presentation of projects at the same time, working in close collaboration with other parts of the team to ensure optimum, consistent and dynamic approaches are used.

How you’ll help us make health happen:

• Deliver insights to inform UK business strategy and achieve EOY targets.
• Contribute to the 2025 Market Leading NPS strategy.
• Advise and influence stakeholders to embed insights in the business.
• Use insights to improve CX NPS plans.

Specialist Skills:

• Expert in qualitative and quantitative research methodologies.
• Deep knowledge of BU priorities.
• Stay updated with research methodologies.

Project Management:

• Manage NPS programmes and bespoke research projects.
• Ensure compliance and value delivery in project commissioning.
• Meet stakeholder needs within scope and budget.
• Manage project budgets and transactions.

Supplier Management:

• Oversee supplier delivery and ensure adherence to briefs.
• Facilitate communication between suppliers and stakeholders.
• Contribute to supplier contract renewals.

Stakeholder Management:

• Liaise with peers and leaders to deliver insights.
• Serve as an expert for business area insights.
• Influence decision-making at senior levels.
• Combine research findings with data insights.

Judgement Skills:

• Provide actionable customer insights.
• Influence business decisions and manage agency relationships.
• Maintain internal and external relationships.

Autonomy:

• Own specific projects and manage agencies to ensure timely delivery within budget.

Key Skills / Qualifications needed for this role:

• 5 years experience in market research, ideally within healthcare
• Experience of a wide range of quantitative and qualitative research studies
• Experience of questionnaire design, project management and liaising with external agencies
• Some experience of customer satisfaction and NPS
• Some client facing experience would be desirable but not essential
• Excellent IT skills to include PowerPoint, Excel and Word
• Some experience of using survey software tools such as Medallia, with technical expertise in managing and building content
• Excellent planning and organisational skills, with the ability to successfully manage and maintain a number of continuous projects
• Good written and verbal communication and influencing skills
• Good commercial awareness and customer focus
• Flexible and positive attitude

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
• 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.

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:

Angel Court, London, Staines - Willow House