Head of Customer Experience & Vulnerable Customer
Bupa is an international healthcare company. Our purpose is helping people live longer, healthier, happier lives and making a better world.
Closing Date for applications – Thursday 24th October, 2024
We make health happen!
The Head of Customer Experience (CX) & Vulnerable Customer (VC) for our UK Insurance (UKI) business is responsible for creating and embedding a compelling CX and VC vision and roadmap, delivering c70% of UKI’s current CX ambition and 100% of UKI’s VC strategy.
The Head of Customer Experience and Vulnerable Customer will:
1. Work with the Director of Service Design & Implementation and the whole OHCM Leadership Team to create a compelling strategy, roadmap and structure to deliver on our CX & VC agenda.
2. Lead on the emblematic customer activity for three key CX journeys (Claims, Hospital and Out-patient) to drive each to consistently achieve our ambition of 80+.
3. Establish a new ‘always on’ CX programme, embedding a “customer first” culture in all future transformation activity.
4. Design a framework to complete Customer and Agent journey mapping across all interactions/channels to provide insight into real-life experience.
5. Define effective and accurate reporting and tracking mechanisms to quantify and evidence the contribution of individual improvements to customer experience.
6. Significantly improve the support for and oversight of Vulnerable Customers, developing and delivering a cross-UKI agenda of developments to continuously improve, monitor and report, ensuring Regulatory compliance at all times.
How you’ll help us make health happen:
1. Recruit, develop and lead a small multi-disciplined CX & VC Team.
2. Create the customer experience vision and strategy for each OHCM CX journey.
3. Create the Vulnerable Customer vision and strategy for the whole of UK Insurance.
4. Model the culture and take responsibility for the maintenance and development of reputation and relationships with key stakeholders such as regulators, customers and other internal and external stakeholders.
5. Support the education, engagement and enrolment of all teams within UK Insurance to drive rapid and far-reaching improvements in the total end to end experience of our customers.
6. Mobilise all leaders and colleagues in the transformation journey and ensure the organisation maintains high levels of attention, energy and commitment to driving improvements in customer experience.
7. Create and run as appropriate both senior leadership and operational management forums to oversee and enable the successful implementation of the Improvement Plan.
8. Develop, embed and drive our Vulnerable Customer strategy across the whole of UKI; ensuring sufficient monitoring is in place to evidence Regulatory adherence and identify gaps.
9. Work with our Insight colleagues to orchestrate the provision of insightful and actionable customer feedback and data.
10. Act as the advocate, champion and voice of the customer across OHCM and wider UKI.
11. Challenge change that is not directly linked to a known driver of the customer experience.
12. Responsible for overseeing the adoption of a culture that prioritises good customer and regulatory outcomes.
13. Drive a culture of continuous improvement that constantly seeks to improve customer outcomes, eliminate waste and increase efficiency and productivity.
14. Ensure a robust risk management framework is in place.
15. Maintain a robust control environment to ensure both FCA and CQC regulatory compliance.
Key Skills / Qualifications needed for this role:
1. Senior level CX and/or VC experience within a large, global matrix organisation.
2. Experience operating within a regulated environment (FCA).
3. Customer obsession: energy and passion to deliver excellent service to internal and external customers.
4. Track record of leading successful business change across organisational functional boundaries.
5. Excellent stakeholder management skills with the ability to tell a compelling story and influence people.
6. Data focussed and strong analytical skills.
7. Must possess the ability to both think and plan strategically long term, but understands the need to deliver results in the short term.
8. A continuous growth mindset with a passion for learning.
9. Leadership of / experience of leading virtual teams in a matrix organisation to deliver customer experience improvements would be a distinct advantage.
Our benefits are designed to make health happen for our people. 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:
1. 25 days holiday, increasing through length of service, with the option to buy or sell.
2. Bupa health insurance as a benefit in kind.
3. Pension.
4. Annual performance-based bonus.
5. Onsite gyms or local discounts where no onsite gym available.
6. Access to our confidential employee assistance programme.
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.
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.
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