The Opportunity:

The Head of Customer Engagement is a strategic leadership role reporting into the GM Customer Engagement & Personalisation. This role is responsible for designing and leading strategies that deepen customer relationships to enhance personalisation across all touchpoints, and deliver orchestrated, seamless customer experiences. This role ensures that customer engagement initiatives are insight-led, data-driven, and executed with excellence, creating measurable value for both the customer and the business. 

This role will work hand in glove with key leadership roles within the Health Insurance business and within the CEP team to build a considered and collaborative strategy that is executed on by our CEP value squads. Similarly, the role will collaborate with enterprise and HI stakeholders to understand their business & customer problems and opportunities and to navigate an annual planning process to address demand on the HI customer base in pursuit of business goals while balancing the needs of the customer and utilisation and optimisation of the ‘Front Door’ to manage prioritisation.

What You’ll Be Doing

Here's what you can look forward to in this role:

• Lead the development and execution of omni-channel engagement strategies that build loyalty, advocacy, and lifetime value. 
• Develop and implement a comprehensive customer engagement strategy that aligns with Bupa's overall HI business strategy and objectivesin addition to realising the shared goals of Bupa Provisioning businesses and Enterprise propositions. 
• Establish, industrialise and optimise the HI Customer Contact Strategy and Channel Principles, Customer Engagement Prioritization Framework and Customer Engagement Content and Campaign Approval process 
• Work hand in glove with Campaign Performance and Analytics and Customer Strategy & CX, Capability teams and external partners to bring in macro insights, customer data and research, test and learn methodologies and best-practice insights to inspire, influence and drive data-led decisioning and strategies. 
• Create a future-proof teaml everaging AI and agentic workforce to support greater efficiency in content and proposition development to gain speed to market and end-to-end customer engagement capabilities.
• Oversee the design of customer journeys, propositions, and experiences aligned to customer needs and preferences. 
• Champion customer-centric practices across the organisation, embedding engagement as a cultural priority.
• Lead and develop a high-performing team of specialists in customer engagement, personalisation, and orchestration. 
• Collaborate with data, digital, product, and service teams to ensure integration of engagement strategies across the customer lifecycle. 
• Influence senior stakeholders to champion investment in customer engagement and personalisation capabilities. 

• Collaborate with Performance & Analytics to build out rolled up impact dashboards with a focus on key CEP KPIs and business and customer benefit delivered.

What You’ll Bring

To succeed in this role, you’ll ideally have:

• Tertiary qualifications in business, marketing, strategy or related discipline 
• Strategic thinker with a growth mindset, strong commercial acumen, this candidate will have with a deep understanding and passion for customer, customer behaviour, market dynamics, and personalisation at a macro and micro customer level 
• Experience in planning in both agile and waterfall methodologies
• Proven track record leading and building high performing team culture 
• Demonstrated strong interpersonal and communication skills and the ability to communicate complex ideas clearly (spoken and written) and influence stakeholders
• Experience in successfully partnering across functions in the development and implementation of strategies to deliver commercial outcomes within complex, matrix organisations 
• Thrive in an autonomous role as a strategic problem solver and decision maker while also being able to engage in operational detail as required

What’s in it for you  

We reward our people and celebrate their success. From providing initiatives that develop careers to looking after our people’s health, wellbeing and futures. Through the Viva Healthier and Happier program, we’re providing health benefits for everyone who works at Bupa, no matter their role. We want to support our people to be the healthiest and happiest versions of themselves.