Director of Customer Services

Description:

At Bupa, we’re here to help people live longer, healthier, happier lives – and to make a better world. We’re a health insurer and provider with no shareholders, so our customers are always our focus. That means we invest in what matters most: our people, our services, and our purpose.

The Director of Customer Services Transformation is a pivotal role in shaping the future of our UK Insurance (UKI) operations. Leading the development of our operations strategy and transformation programmes, you will help us deliver outstanding customer experiences, while driving cost efficiencies across a £100m budget and supporting claims savings across a £2bn spend.

This is a high-impact leadership role that directly supports our mission to make health happen for our customers.

Key Responsibilities

• Develop and deliver the Contact Channel strategy, including telephony platforms, IVR, voice automation, GenAI, and knowledge management tools
• Drive transformation systems (e.g. Claims), simplifying journeys and leveraging emerging technologies like AI and machine learning.
• Collaborate across Bupa to implement new services
• Monitor service performance and customer satisfaction
• Deliver multi-million-pound transformation programmes
• Manage budgets and optimise resources to ensure financial sustainability
• Ensure regulatory compliance & maintain strong risk management practices
• Lead and inspire a high-performing team of circa 35 colleagues and agile teams
• Enterprise leadership – partner with Bupa leadership teams to drive change across our businesses

What We’re Looking For Essential experience required:
 

• Previously led and delivered a large-scale transformation for a customer contact-centre within regulated sector (e.g. financial services, telco)
• Deep understanding of contact-centre technologies, claims systems, and customer journey optimization
• Demonstrable deliverable of multi million pound cost savings
• Recent work with emerging technologies such as AI, ML, and GenA

The Ideal Candidate Will Also Have

• Strong financial acumen
• Executive level stakeholder management and communication skills
• Collaborative leadership style that empowers teams and drives performance
• Passion for improving customer outcomes and delivering measurable impact