Customer Experience Manager

Customer Experience Manager Role 

• Join a fun and driven marketing team as we continue to grow and transform our customer experience and initiatives
• Lead and manage our insights programmes to ensure that our customers are at the forefront of our decisions
• Work for an industry that makes a difference to the health and care of our older population

About the role:
Delivering market-leading customer experience is critical to our ongoing success. With our Customer Experience Manager heading on maternity leave we are looking for a pro-active customer champion to lead and drive our customer initiatives. 

This role fosters the growth of a customer centric approach across the organisation to ensure our existing and potential residents and their families have the best experience at every touch point, significantly impacting our overall business success. This role has responsibility for one direct report.

This role is a 12 month maternity contract.

 In this role you will: 

• Develop and own the CX strategy and tactical delivery plan that provides an improved experience for existing and potential residents (including their families)
• Manage the Customer Journey Mapping project across independent living and aged care, gathering insights from key internal stakeholders, prospects, customers and competitors to define the ‘ideal’ CX journey for each customer type/segment.
• Lead and manage the insights programme to ensure we collect data and insights that give us a strong perspective of prospects, customers and influencers in order to improve the customer experience and/or perceived value. 
• Champion Bupa’s increased focus on CX delivery, deepening understanding of the customer and identifying how the customer’s experience with Bupa can be improved
• Lead and facilitate customer and key stakeholder discussions to draw out and/or share key customer insights

About You:
You will be a proactive natural leader who enjoys building collaborative relationships, listening and creating solutions/improvements to the overall customer experience. You will have the ability to support the wider marketing team to more effectively target marketing communications based on insights along with demonstrated strength in stakeholder management and influence across all levels.  

You will be tertiary qualified with minimum 5 years’ experience in customer experience/customer loyalty under your belt and have:

• In-depth knowledge of customer experience design principles and familiarity with customer journey mapping systems and customer segmentation
• Solid understanding of research design and delivery 
• Experience with NPS and Voice of the Customer programmes 
• Demonstrated experience in improving the customer experience and/or proposition design and delivery, market analysis, customer segmentation or similar 
• Facilitation experience, particularly in drawing out customer and key stakeholder insights
• Strong leadership, planning, and project management skills
• Exceptional data analysis and interpretation skills
• Be proactive, creative, enthusiastic, and motivated

About Bupa:
Bupa is one of New Zealand’s leading healthcare providers with a strong commitment to helping people across the globe live longer, happier, healthier lives and making a better world. We believe in thinking big to achieve big things that will transform our business and the impact that we have in the world.

Bupa offers a supportive working environment, competitive remuneration and the chance to work for a global recognised, reputable and growing company.

If you're an experienced CX practitioner looking to take the next step in your career and have the skills and experience that we are looking for then we want to hear from you!

 

PLEASE NOTE: The NZ Government has mandated that workers in the health and disability sector must receive their first dose of the Pfizer vaccine by 30 October and their second dose by 1 December 2021. Due to this mandate, we’ll need to collect evidence of your Pfizer vaccinations during our recruitment process.