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Senior Manager, Experience Design & Improvement
Location: Central London
Remote Type: Hybrid (work from home / office)
Time Type: Full time
Posted on: Posted 3 Days Ago
Closing Date for Applications: November 19, 2024
Job Requisition ID: R1172190
Role Overview:
The Senior Manager, Experience Design & Improvement is a key member of the Group Customer Transformation Team. The team operates as a Centre of Excellence to develop capability and drive execution of our ambitious long-term strategy.
How you’ll help us make health happen:
- Overseeing and stimulating the development and delivery of Bupa’s Customer Centric Design approach.
- Owning and driving journey redesign efforts, providing guidance to Market Units on customer journey management.
- Developing a strong understanding of key cross Business Unit customer journeys.
- Auditing design landscape to monitor best in class design firms.
- Managing external CX design partnerships.
- Initiating and leading qualitative and quantitative customer research.
- Coordinating best practice guidance for redesign of Connected Care journeys.
- Providing and updating Group-wide journey redesign toolkit.
- Collecting and creating knowledge on new CX trends and methods.
- Promoting knowledge and best practice sharing.
- Building trusted relationships with colleagues across the Bupa business.
- Supporting colleagues by refreshing the network of external relationships.
- Using communication skills to effectively present to senior audiences.
Key Skills / Qualifications needed for this role:
- Proven experience in customer centric design with up-to-date knowledge of customer transformation trends.
- Experience delivering transformative, customer centric design projects.
- Expert in customer experience across digital and physical touchpoints.
- Strong expertise in human centred design and innovation methodologies.
- Strategic storytelling ability to craft engaging narratives.
- Adept at presenting to audiences at all levels.
- Ability to communicate a customer centric agenda effectively.
- Excellent communication and vendor management skills.
- Strong interpersonal skills and influencing skills.
- Strong leadership skills with the ability to lead cross functional teams.
Benefits:
- 25 days holiday, increasing through length of service.
- Bupa health insurance.
- Pension.
- Annual performance-based bonus.
- Car allowance.
- Onsite gyms or local discounts.
- Access to a confidential employee assistance programme.
- Various other benefits and online discounts.
Why Bupa?
We’re a health insurer and provider focused on helping people live longer, healthier, happier lives. We encourage diversity and understand the importance of our people representing the communities we serve.
Bupa is a Level 2 Disability Confident Employer. We aim to offer an interview to every disabled applicant who meets the minimum criteria for the role.
If you require information regarding this role in an alternative format, please email: careers@bupa.com
About Us
Join us in helping people live longer, healthier, happier lives. Our customers are our passion, and we are committed to delivering exceptional experiences.
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