BE AT THE HEART OF IT!

We have a clear ambition to be the world’s most customer-centric healthcare company. To bring our ambition to life, we’re elevating the focus on digital and data, evolving how we do things to create value for our customers now and into the future.
We’re looking for a driven and strategic Digital Service Performance Lead to champion the future of digital self-service at Bupa. With most of our service interactions happening through our digital channels, this role is key to shaping how members access support and solve their needs – conveniently, intuitively, and independently.
As a senior leader in our Digital Service and Innovation team within Health Insurance, you’ll drive transformation by identifying what customers need most and working closely with our delivery squads to bring new features and experiences to life.
This full-time, permanent role can be based in Melbourne, Sydney, or Brisbane. Plus, with Bupa’s flexible hybrid working arrangements, you’ll have the option to combine work from home and the office.

• Lead and optimise digital self-service outcomes aligned to business goals.
• Build and champion business cases and funding for key digital service initiatives.
• Influence digital product roadmaps to prioritise features that reduce assisted service demand.
• Partner with squads to shape and deliver high-value service features across Web and App
• Use customer data and insight to inform strategy, design, and improvements.
• Drive awareness and adoption of self-service features through engagement initiatives.
• Ensure regulatory, legal and risk requirements are embedded into all deliverables