Be at the heart of our brave new digital world!

We thrive on cross-functional team collaboration, we embrace experimenting, and we work with progressive methods and tools. This includes leveraging agile ways of working and keeping human-centered design thinking the focus of everything we do.  

This means you’ll be at the heart of finding better ways to help people live longer, healthier, happier lives and making a better world. Working in such a customer-focused and rewarding area brings a huge variety of opportunities for professional and personal growth.

Just imagine the impact you could make!

What’s your role?

In this exciting role, you will be accountable for the strategy development, implementation and operational performance of Bupa’s Loyalty propositions Life Reward and One Bupa Referral to deliver value increased value, engagement, and advocacy for Bupa customers. 

You will lead the customer loyalty team and performance across people, customer, financial and operational KPI’s, and you will also be responsible for ensuring that all regulatory and compliance obligations with respect of channel performance, 3rd party payments and customer outcomes are delivered through the effective management and cross functional leadership. 

This national role demands a strong, visible, responsive, and driven leader with outstanding commercial acumen, flexible thinking, and ability to react to changing circumstances, people leadership experience and the ability to leverage internal and external stakeholder capabilities in a coordinated and highly collaborative way. 

You will manage a specialist team of loyalty and referral managers who will work directly with internal business units across the market unit, prospective and current 3rd party partners and to identify opportunities for customer loyalty and value. 

What will your day involve?

In this highly varied and rewarding opportunity, you will:

• Own and implement the Health Insurance Loyalty strategy and roadmap, to ensure exceptional and joined up customer experiences across Bupa to drive customer engagement advocacy and retention. 
• Lead and own the Loyalty value propositions Life Rewards and One Bupa Referral including proposition development, infrastructure build, managing customer impacts and change management to drive performance optimisation.
• Deliver on the customer and commercial performance outcomes including regular reporting, management of customer NPS, referral volumes and program engagement measures. 
• Own all strategic relationships for the customer Loyalty programs and hold accountability for driving new business development strategy to secure sustainable new commercial relationships for Bupa.
• Manage internal and external relationships to enable effective BAU operations, drive results and develop the program. This includes but is not limited to relationships with Health Insurance/Health Services senior leaders, frontline leadership & teams, marketing, operational teams (eg finance, IS, project teams), external partnerships and vendors, other third parties as required.
• Maintain a register of all commercial obligations and regular partnerships meetings to ensure the compliance and regulatory commitments are met, including oversight of the commission payment process ensuring that all partners are paid on time and in full. 
• Effectively engage and influence internal and external stakeholders to prioritise key activities and create desired outcomes.
• Lead a team of 3 direct reports and broader team of 7 and provide leadership to a team of indirect reports in across Bupa enterprise including health services, sales, marketing and channels to drive performance outcomes.
• Work with relevant stakeholders from around the business to ensure alignment of the enterprise strategies protecting and optimising the business of today and growing the business of tomorrow. 
• Legal and regulatory compliance, adherence to internal operating procedures together with the management of business risks is the responsibility of every Bupa employee. You are required to comply with Bupa’s risk and compliance policies, procedures, frameworks and regulatory requirements, as they apply to your specific role at Bupa. 
• Work in accordance with Bupa Australia’s Health and Safety policy, always applying safe working practices and procedures and comply with all instructions given about ensuring health and safety at work. 

What will you bring?

• Significant experience in a relevant business environment especially in either health insurance or financial services with direct experience in commercial partnership management including service, product, and loyalty. 
• Experience in senior management, strategic sales/business development, or change management roles. 
• Experience developing a loyalty strategy and ongoing operational management to achieve scale 
• Ability to lead channel strategy development & management strategies
• Expertise in Australian consumer legislative and regulatory environment and the impact of these upon insurance policy and distribution strategy.
• Experience leading cross functional teams to maximise commercial opportunities. 
• Proven ability in relationship management and commercial deal making. 
• A track record of achievement and delivery in any relevant commercial field. 
• Ability to handle complex analysis processes and develop solutions in consultation with others, including expert professionals.
• Tertiary qualifications are desirable and skills or training in business management, or related disciplines are an advantage.

What’s in it for you?

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.

 You will feel happier & healthier for working at Bupa!