Customer Lifecycle Manager
Melbourne, Australia
Brisbane, Australia
Sydney, Australia
About the Role
The Customer Lifecycle Manager plays a critical role in shaping and delivering personalised customer experiences across key lifecycle stages. Reporting into the Customer Experience & Design team, you will design, implement and continuously optimise customer lifecycle journeys that improve customer experiences while delivering sustainable commercial outcomes. You will use customer insights, research and data to identify opportunities, solve complex customer problems and influence customer-led decision making across the business.
Key Responsibilities
- Design, deliver and optimise end‑to‑end customer lifecycle journeys across channels
- Build and run lifecycle programs that improve customer experience and commercial outcomes
- Use customer insights, research, NPS and data to identify opportunities and prioritise work
- Work closely with marketing, product, digital and operations to execute lifecycle strategy
- Ensure lifecycle activities remain fit for purpose amid changing customer, market and regulatory needs
- Champion customer‑led decision making and design‑led thinking
- Balance delivery of great customer experience with sustainable business growth
- Partner with stakeholders across the business to ensure an integrated lifecycle approach that delivers seamless customer experiences across key customer journeys.
About You
- Hands‑on practitioner who builds and runs lifecycle programs and improves customer experience
- Strong background in CRM, customer lifecycle management or customer journey design, with the ability to translate insights into practical customer experience improvements.
- Proven experience using customer insights and research to drive better outcomes
- Solid project management skills with the ability to work across strategy and execution
- Comfortable working in complex, cross‑functional environments
- Experience in regulated or healthcare environments is desirable but not essential
- Tertiary qualification in business, marketing, customer experience or a related discipline
Why Work with Bupa
As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home, you’ll be challenged and encouraged to innovate. You will collaborate strongly with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.
Other benefits include discounts on health insurance, as well as access to our new global wellbeing program, Viva. Viva has been designed to help you to live a healthy and happy life. It encompasses a comprehensive health and wellbeing program which includes access to health insurance benefits that will assist with covering the cost of medical treatment, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks. You will also be eligible to access various discounted products and services through our VIVA wellbeing partnerships.
At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.
We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.
We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.
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