Call Centre Customer Journey Consultant

Customer Journey Consultant

Location
Bupa Place
Location
Full Time
Apply

Job Description:

Customer Journey Consultant

Bupa Place, Salford Quays- hybrid working with 2 days in the office

Permanent

Full time - 37.5 hours per week

£38,800

We try to consider all types of flexibility, including locations, hours and working patterns. Please note that we are unable to offer sponsorship for this position.

We make health happen:

At Bupa, our purpose is to help people live longer, healthier, happier lives and make a better world. As a Digital Customer Journey Consultant, you'll play a key role in shaping and optimising digital customer experiences across bupa.co.uk, helping customers access the products and services they need through intuitive, engaging and high-performing online journeys.

This is an exciting opportunity to join a growing digital team where you'll use insight, analytics, testing and customer experience best practice to drive meaningful improvements in conversion, engagement and commercial performance.

How you'll help us make health happen:

  • Lead the optimisation of key digital customer journeys that generate significant commercial value for the business.
  • Use customer insight, analytics and research to identify opportunities to improve conversion and customer experience.
  • Manage and prioritise optimisation backlogs, ensuring the highest-impact opportunities are delivered.
  • Support the planning and delivery of website optimisation programmes, including A/B testing, content improvements and journey enhancements.
  • Work closely with UX, Content, Analytics and Development teams to improve digital experiences.
  • Create clear briefs and requirements for delivery teams to execute digital improvements.
  • Monitor journey performance and communicate insights and recommendations to stakeholders across the business.
  • Ensure journeys remain aligned with regulatory, compliance and business requirements.

Key Skills / Qualifications needed for this role:

Essential

  • At least 18 months' experience in a digital, ecommerce, optimisation or customer journey role.
  • Experience in website optimisation, testing, experimentation or digital project delivery.
  • Strong understanding of digital disciplines including web analytics, UX, web development and SEO.
  • Experience using analytics and testing tools such as Adobe Analytics, Adobe Target or Google Analytics.
  • Ability to analyse performance data, identify opportunities and turn insights into action.

Desirable

  • Educated to degree level or equivalent, a data related degree would be advantageous.
  • Knowledge of regulated digital environments such as financial services, healthcare or insurance.

What you'll bring

  • A passion for digital customer experience and continuous improvement.
  • Strong analytical and problem-solving skills.
  • The ability to build strong relationships and influence stakeholders at all levels and work collaboratively across multiple teams.
  • Excellent communication and presentation skills.
  • Strong organisational skills with the ability to manage multiple priorities effectively.

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.

  • 25 days holiday, increasing through length of service, with option to buy or sell
  • Bupa health insurance as a benefit in kind
  • An enhanced pension plan and life insurance
  • Onsite gyms or local discounts where no onsite gym available
  • Various other benefits and online discounts

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 we 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/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. If you require information regarding this role in an alternative format, please email: careers@bupa.com

Time Type:

Full time

Job Area:

Call Centre

Locations:

Bupa Place

Customer Journey Consultant

Location
Bupa Place
Location
Full Time
Apply

This is
Insurance.

We’re a team that’s passionate about leading the healthcare insurance market and improving wellbeing for all.

We take immense pride in our work, working together with determination and focus. Delivering care that our 2.2 million customers can count on, from experts they trust.

Click one of our job areas below to begin searching for an opportunity in Insurance.

Insurance Intro.jpg
A Bupa healthcare professional in clinical uniform and headscarf, working in a clean, modern healthcare setting that supports patient care

Our
purpose

Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world. We do this by providing a broad range of healthcare services, support and advice to people throughout their lives. People are at the heart of everything we do. Together, we make health happen.

Our
values

Every company needs an ethos, and we're no different. Through good days and challenging times, we always work with our values in mind. These are: Brave - Make new possibilities happen. Caring - Act with empathy and respect. Responsible - Own your decisions and actions.

We don't have shareholders at Bupa, which means we're free to invest our profits where they matter: our patients, our facilities, our research, and you. 

As a healthcare provider, we have a duty to do the right thing. By our customers, our people and our partners. The Bupa Code holds us to this duty. It's our promise to protect, care for, and build trust with everyone who relies on us.

Bupa colleagues working together in a meeting room, reflecting collaboration and teamwork in a professional office setting
Two Bupa Care Services colleagues in uniform sitting at a table, talking over a drink during a break in a calm, welcoming workplace setting.

Free to be
you

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. 

You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.Free
to be you.

Back in September 2018, we made a pledge. That we'd do whatever we could to make Bupa a diverse, kind and inclusive place to work.

Everyone deserves a positive working environment. Everyone deserves to have their voice heard. Everyone deserves freedom from bullying, harassment and discrimination.

Employee Spotlight:
Ivone

Her positive and caring nature inspires her colleagues, she is mindful to make sure those around her are equally watered in able for them to flourish.

Even though she loves being out in the garden and spending time being a mum to three children, Ivone is still focused on growing her career at Bupa.

Read more
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Customer Journey Consultant

Location
Bupa Place
Location
Full Time
Apply