Senior Manager, Experience Design & Improvement

The Senior Manager, Experience Design & Innovation is a key member of the Group Customer Transformation Team; a small team which reports into Bupa's Group Chief Strategy & Transformation Officer. The team operates as a Centre of Excellence to develop capability and drive execution of our ambitious long-term strategy. The successful candidate will play a critical role in driving transformation from the centre, developing capability and partnering with Market Units (MU) and Business Units (BU) to deliver new ways of working, taking experience delivered for all Bupa customers to the next level and truly transforming our customers' experience. How you'll help us make health happen:

• Overseeing and stimulating the development and delivery of Bupa's Customer Centric Design approach across Bupa.
• Owning and driving journey redesign efforts, providing guidance and advice to MUs on customer journey management and leading on how to set up journey redesign teams with internal and external design resources.
• Developing a strong understanding of key cross BU customer journeys across Bupa.
• Auditing design landscape to monitor best in class design firms.
• Managing external CX design partnerships.
• Initiating and leading qualitative and quantitative customer research for cross BU journeys/Micro-Moments to generate market leading innovative ideas.
• Coordinating best practice guidance for redesign of Connected Care journeys.
• Providing and updating Group-wide journey redesign toolkit to develop new products and services (including design thinking techniques).
• Collecting and creating knowledge on new CX trends, best practices, technologies, capabilities, and methods ("futuring").
• Promoting knowledge and best practice sharing - leveraging inherent story-telling and engagement expertise.
• Building trusted relationships with colleagues across the Bupa business, especially in Customer transformation teams across Market Units and Business Units.
• Supporting colleagues by refreshing the network of external relationships with Partners and Design Communities to bring cross-industry insight, and latest thinking to Bupa.
• Using communication skills and personal style to effectively present to and influence very senior audiences and stakeholders.
  
  Proven experience in customer centric design along with up-to-date knowledge of granular trends and developments in customer transformation (including physical and digital interactions).
• Proven experience of delivering transformative, customer centric design projects. A desire to question the status quo with a strong sense of ownership and a passion for driving results
• Expert in customer experience across all digital and physical touchpoints, with a clear understanding of business strategy and how it relates to customer management.
• Strong expertise using human centred design and innovation methodologies.
• Strategic storytelling ability, proven to craft narratives of an engaging quality, with the ability to solve customer pain points with innovative business solutions.
• Adept at presenting to audiences at all levels and influencing decision makers up to CEO level with the ability to challenge current thinking and formulate new practices.
• Ability to effectively communicate a customer centric agenda to generate understanding and buy-in amongst cross functional stakeholders.
• Excellent communication skills with strong vendor management and negotiation skills.
• Possess very good interpersonal skills, can easily build relationships (internally and externally) and has strong influencing skills.
• Strong leadership skills with the ability to lead cross functional teams, inspire employee commitment and motivation.
  
  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.

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:
• 25 days holiday, increasing through length of service, with the option to buy or sell
• Bupa health insurance as a benefit in kind
• Pension
• Annual performance-based bonus
• Car allowance
• Onsite gyms or local discounts where no onsite gym available
• Access to our confidential employee assistance programme
• Various other benefits and online discounts