Head of Customer Strategy and Digital Experience

at  Bupa

SKILLS & EXPERIENCE

• Bachelor’s degree in Business Administration or related field. Post graduation or other relevant degree requirements in a relevant discipline (e.g., Service Design, User Experience Design) preferred.
• Extensive experience (cross industry is welcomed) in customer experience strategy, service management or client relations with a strong emphasis on customer journey mapping and service design.
• Proven leadership abilities with experience guiding cross-functional teams in a service-oriented environment.
• Excellent communication and interpersonal skills, with the ability to interact effectively with elderly residents, their families, cross functional teams within BVAC and across APAC and Global teams.
• Strong analytical skills, with proficiency in using customer experience metrics and software tools to enhance service delivery.
• Expertise in developing comprehensive customer journeys and implementing service improvements based on client feedback and behavioural insights.
• Strong project management skills, capable of leading initiatives that enhance client satisfaction and operational efficiency.
• Innovative thinking with a commitment to upholding the highest standards of care and client interaction

The Head of Customer Strategy & Digital Experience role is a crucial leadership position focused on shaping and executing a comprehensive customer experience strategy for BVAC.
The role entails meticulously crafting and mapping the customer journey to ensure seamless and personalised interactions across all touchpoints, including the digital customer experience. This requires demonstrated experience in Service Design Thinking and Human-Centered Design. Additionally, the role involves developing and implementing innovative digital tools and platforms to enhance BVAC’s care delivery and improve the overall experience for residents and their families.
The role will be pivotal in improving the quality of resident and family interactions and achieving exceptional levels of client satisfaction, and will work collaboratively across all of BVAC (all levels), APAC and Global stakeholders to promote a customer first-centred culture throughout our aged care services.
Reporting into the Director of CX, Marketing and Innovation the Head of Customer Strategy & Digital Experience will be a key conduit for the BVAC business to the APAC C&T team.