Cx System Senior Manager

Job Description:

Job Title: Customer Experience System Senior Manager (6month FTC)
Contract: 6 Month Fixed Term Contract, Full time, 37.5 hours
Location: Salford Quays, Kirkstall Forge, Leeds or London, Angel Court
Hybrid working: Choose your office location from above with an expectation of 1 to 2 days a week in your local office and once a month in Salford Quays
Salary Banding: £55,000 - £60,000
 

Job Purpose

Join Bupa as a Customer Experience Senior Manager within our UK Insurance business, where you'll play a pivotal role in supporting the maintenance and delivery of the CX Voice of the Customer Programme, focusing on the NPS programme. This exciting role is insights-driven, focusing on the delivery of valuable research to inform and improve our services. You will be part of a team that manages and oversees the CX system that supports customer experience within an existing programme of work, collaborating with a wide group of stakeholders.

Key Responsibilities

• Support the management of the customer experience system in an existing programme of work which drives strategic decisions and improvements.
• Collaborate with internal stakeholders across various projects within programmes, engaging with a wide group of people within UKI.
• Own and deliver several defined projects related to customer experience insights and research which may include -
  • Coordinate and implement new surveys based on governance and micro-moments, ensuring customer touchpoints are optimised.
  • Enhance the programme by integrating new channels of communication.
  • Manage a systematic review process of the existing NPS programme, ensuring stability and supporting future development.
• Ensure robust data governance and provide confidence in data management through PowerBI dashboards.
• Drive continuous improvement and innovation within the customer experience programme.

Key Skills and Experience Required

• Proven experience in customer experience system management and insights delivery.
• Beneficial to have experience using Medallia Customer Insights Software Platform
• Strong project management skills, with the ability to own and deliver multiple projects simultaneously.
• Excellent stakeholder management and collaboration skills.
• Self-starter with the ability to coordinate, drive, and maintain momentum in projects.
• Experience in conducting and analysing surveys.
• Knowledge of digital services and customer touchpoints.
• Ability to innovate and integrate new communication channels.
• Strong understanding of data governance and proficiency in using tools like PowerBI.
• Ability to lead and inspire teams, fostering a culture of continuous improvement.

This is a fantastic opportunity to join Bupa and contribute to a maturing and exciting programme. If you are passionate about customer experience and have the skills to drive insights and research, we would love to hear from you. Apply now to be part of a team that values innovation and collaboration to achieve our ambition is to be the world’s most customer-centric healthcare company.

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 in this role you will receive the following benefits and more:

• Flexible Holidays scheme: 25 days holiday, increasing through length of service, with the option to buy or sell.
• Environmental – Payroll giving scheme.
• Financial – Fixed Term Benefit Allowance, Wagestream, Discounts platform, Enhanced Pension Scheme.
• Mental and Physical - Bupa health insurance as a benefit in kind, Health Assessment, Family mental health line.
• Social: Volunteering days and Be You at Bupa Network

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: [email protected]

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