The Opportunity:

Bupa is a leading health insurance provider in Australia. Our customers include over 4.7 million Australian residents as well as international visitors who come to Australia as a tourist, to work or study. 

Reporting to the General Manager of Customer Strategy and Performance, the key focus of this role is to define, embed and evolve the Domestic Customer Strategy, and the various strategies that are required to achieve optimal business performance.

This encompasses defining the “Where to Play”, including priority segments and markets, and designing strategies that uplift market share and customer NPS outcomes (“How to Win”). Ultimately, this role shapes the strategic direction of the wider Health Insurance (HI) business unit. 

The Customer Strategy team also serves as strategic advisors to the Domestic Retail Portfolio (DRP) and the Health Insurance (HI) business at large. This includes driving strategic planning to ensure that the business is equipped with the right set of initiatives and championing strategic alignment between the various levels of strategy, from HI Customer Strategy through to Group Strategy.

Accordingly, the Head of Customer Strategy is expected to be a key leader in the strategy community across APAC, collaborating with other business units to deliver against the broader enterprise strategy. 

What You’ll Be Doing

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

• Leverage and communicate deep market knowledge, customer insights and understanding of commercial drivers to identify and articulate target segments and corresponding value propositions 
• Ensure the customer and business strategies evolve to meet the changing market, including competitor, regulatory and market developments, and customer demands to remain fit for purpose for Health Insurance 
• Define and own the DRP strategy and annual operating plan to ensure that the business unit is well oriented to deliver against its growth and customer targets
• Ensure the commercial and customer strategy and roadmap for DRP aligns to the wider HI and Bupa group strategy and supports enterprise propositions across APAC, leveraging capability across the Group
• Lead the strategic planning process for the DRP portfolio to align on big bets and sequencing to achieve commercial goals 
• Partner with Head of Customer Experience & Service Design and Head of Performance & Growth to translate strategy into customer initiatives and multi-year growth plans.

• Stay abreast of industry trends, emerging opportunities, and best practices in strategic development, proactively seeking ways to apply them to gain a competitive edge. 
• Build a collaborative culture, leveraging cross-functional capability to solve problems within the DRP and HI, and across APAC through leadership within the strategy community Support and champion a culture of innovation and strategic thinking across the HI business.

What You’ll Bring

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

• Degree qualified (ideally with an MBA or equivalent) 
• Senior level management experience leading a customer or corporate strategy function, ideally within a service-based industry 
• Ideally a mix of experience gained through consulting and in-house roles in large organisations 
• Significant leadership experience translating insight into strategy and action at speed 
• Ability to work collaboratively and effectively influence a diverse range of stakeholders including senior leaders, technical and functional specialists, operational and line managers 
• Experience in successfully partnering across functions in the development and implementation of strategies to deliver commercial outcomes within complex, matrix organisations
• Strong written and presentation skills and the ability to convey complex data science concepts and findings to non-technical stakeholders in a clear and actionable manner. Experience in creating compelling reports and presentations is mandatory. 
• Proven ability to perform and deliver often under tight time constraints

What’s in it for you

Here at Bupa your wellbeing, identity, and personal story are respected and valued. We are committed to building diverse teams that are reflective of the communities we serve and fostering a fair and inclusive workplace free from discrimination, bullying and harassment. We encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants and are dedicated to removing barriers to participation.