Head of Customer Journey Management

Job Description:
Head of Customer Journey Management
Location: Location, London Hybrid
Contract: Permanent, Full-Time
We make health happen
At Bupa, our purpose is simple: helping people live longer, healthier, happier lives and making a better world. As a healthcare provider and insurer, we're focused on improving health and care for our customers, communities and colleagues every day.
We're looking for a Head of Customer Journey Management to play a key role in shaping how we prioritise and improve the experiences that matter most to our customers. Sitting at the heart of our Customer System 2.0, you'll help turn customer insight into meaningful action, ensuring we're investing in the opportunities that deliver the greatest impact for both customers and the business.
This is a highly visible leadership role with the opportunity to work closely with senior leaders across Bupa. You'll bring together insight, strategy and decision-making to help create clearer priorities, better customer experiences and stronger business outcomes. If you're passionate about putting customers at the centre of strategic decisions and influencing change across a complex organisation, we'd love to hear from you.
Key Responsibilities
As Head of Customer Journey Management, you'll:
Lead Bupa's customer journey prioritisation approach, creating a consistent framework that focuses investment on the areas that will deliver the greatest value.
Turn customer insight into clear strategic priorities and recommendations that support customer, product and experience strategies.
Build and manage an enterprise view of customer journeys, identifying opportunities, gaps and areas for improvement.
Support senior leaders and the Executive Committee with clear, evidence-based recommendations and investment decisions.
Drive value-based decision making through opportunity assessment, benefits analysis and business case development.
Establish governance frameworks that create clear accountability for customer journeys and key customer moments.
Work closely with Customer Intelligence, Customer Enablement, Strategy, Product, Transformation and Business Unit teams to connect insight with action.
Create alignment across teams, reducing duplication and helping the organisation focus on the initiatives that will have the biggest impact.
Measure and demonstrate success through improved customer outcomes, business value and stronger decision-making.
What We're Looking For
We'll be looking for someone who can bring a combination of strategic thinking, customer focus and strong leadership skills.
You'll have:
Significant experience in strategy, customer experience, transformation or customer journey leadership roles.
Experience influencing senior stakeholders and shaping business direction within a large or complex organisation.
A strong understanding of customer-centred decision making and experience developing prioritisation frameworks.
Commercial awareness with the ability to balance customer needs and business outcomes.
Experience connecting customer insight to measurable business value and return on investment.
Strong analytical and problem-solving skills, with the confidence to make decisions in ambiguous situations.
Experience developing business cases, opportunity assessments and investment recommendations.
Excellent stakeholder management and communication skills, including presenting to executive-level audiences.
The ability to simplify complex information and turn it into clear actions and recommendations.
Experience working across multiple functions including customer, insight, product, operations, strategy or transformation teams.
Benefits
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.
Joining Bupa in this role you will receive the following benefits and more:
25 days annual leave, increasing with service
Bupa healthcare benefits
Enhanced family friendly benefits
Pension and life assurance
Flexible and hybrid working opportunities
Discounts across a range of products and services
Why Bupa
We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose: helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.
We encourage all of our people to "Be you at Bupa". We champion diversity and understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.
Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview or assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you're treated fairly and offer reasonable adjustments as part of our recruitment process to anyone who needs them.
Time Type:
Full time
Job Area:
PR , Marketing & Brand
Locations:
Angel Court, London