Job Description:

Head of Digital Transformation & Experience

Brighton/London – flexible on location

Hybrid & flexible working options

Permanent

Competitive salary & benefits package

Full time

Closing date for applications – Friday 17th November 2023

We make health happen!

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

We have an excellent opportunity for a Head of Digital Transformation & Experience to join Bupa Global. In this role you will be responsible for developing a compelling customer and digital experience strategy and executing this across Bupa Global. You will take the lead at defining the digital customer experience vision based on Bupa Brand positioning, digital customer experience principles creating a compelling and best in class personalised experience to meet our stretching customer goals.

Managing a strategic agency partner, the Head of Digital Transformation & Experience will lead a large team of digital experts in developing digital journeys across our platforms aligning with our omnichannel proposition strategy for sales and service.

How you’ll help us make health happen:

• Responsible for 60, 80 thinking for digital customer experience as part of the transformation programme
• Responsible for the customer experience as part of Bupa Global digitisation strategy including driving digital adoption and a digital first culture
• The role holder is responsible for the digitisation of Bupa Global’s brand positioning and customer strategy
• Leads delivery across a range of digital assets and online experiences to drive self-service and NPS
• Accountable for delivery of personalisation and engagement across digital assets
• Undertakes discovery activity designing digital experiences through identified digital personas and customer journeys
• Leads strategic digital agency management
• Leads the inhouse UX function, developing a balance between in house capability and bringing in latest, external thinking in a high paced change environment
• Thought leadership and execution for conversion rate optimisation
• Has deep expertise in and able to contribute to devising a marketing technology stack, appropriate for utilising technology to deliver Bupa Global’s ambitions to be a market leaders in international private medical insurance.
• Strategic digital agency appointment including contracting, management and performance measurement
• Bid management as part of brand and proposition positioning
• Establishes strong relationships with the wider Group and Market Unit Transformation, IT and marketing, and Compliance teams and is able to work collaboratively with external suppliers and agencies to optimise spend, share best practice and thought leadership across Bupa.
• Leads a high performing team, championing a customer centric culture, utilising customer segmentation, insights and data
• Able to manage multi-million pound budgets, recommend inhouse vs outsourced capability
• Adapt digital experience operating model to reflect best practice and a data driven test and learn ways of working, adaptation approach using agile methodology.

Key Skills / Qualifications needed for this role:

• Experience in a senior digital transformation and experience role is essential
• Strategic thinker with hands on experience through to execution
• Leading teams through significant change and experience of adapting operating model and structures associated with modern digital engagement and experience approach.
• Strong technical competence, able to articulate complex IT, data and functional requirements and how these deliver seamless digital customer experience, knowledge of Sitecore, Adobe, and CRM platforms
• Strong analytical skills, awareness of omnichannel strategy for B2B and B2C markets
• Strong stakeholder management skills, credible leader able to navigate a complex, regulated matrix environment
• Creative with good organisational skills
• Able to build business cases and experienced in program delivery, waterfall methodology and able to adapt with ease working in agile
• Comfortable working under pressure and disrupting existing thinking bringing colleagues with them
• Experience of working within a commercial business unit and engaging IT, operations and Transformation functions
• A proactive problem-solver, passionate about marketing, customers and performance.

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:

• 25 days holiday, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Annual performance-based bonus

• 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.

As a Disability Confident employer, we offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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