Strategy, Change & Transformation Head of Customer Strategy and Transformation Delivery

Job Description:

Head of Customer Strategy and Transformation Delivery

London - working in the office 1-2 times per week

Hybrid & flexible working options

Permanent

Salary circa £110,000 per annum + benefits package

Full Time - 35 hours

Closing date for applications - Thursday 25th June 2026

We make health happen!

At Bupa, we're reimagining what great healthcare looks like-globally. Our Group Customer team sits at the heart of that transformation, shaping how we deliver meaningful, consistent and high-quality experiences for our customers across all our markets. Specifically, the team drives the execution of our ambitious long-term customer strategy.

Our purpose is simple: helping people live longer, healthier, happier lives and making a better world. We're a health insurer and provider with no shareholders, so everything we do is focused on our customers.

As our Head of Customer Strategy and Transformation Delivery, you'll play a key role in bringing this purpose to life. You'll help shape how millions of people experience our services across the world. Working in a small, supportive and high-performing global team, you'll drive meaningful change and make sure customer needs are at the heart of everything we do.

This is a unique opportunity to work across our global business, partner with senior leaders, and influence how we deliver better health outcomes through improved customer experiences.

Key Responsibilities:

• Lead the delivery of Bupa's global customer strategy and transformation agenda
• Drive priority projects that improve customer experience and outcomes across our markets
• Define and track key customer measures, making sure we understand what's working and where we can improve
• Bring customer priorities into strategic decisions, helping shape discussions at senior leadership level
• Build and embed a customer-focused way of working across teams and geographies
• Lead our global customer community, sharing best practice and learning across markets
• Oversee our customer listening approach, using insights to improve how we support customers
• Build strong relationships with internal teams and external partners to deliver change
• Help grow Bupa's reputation for customer experience, both inside and outside the organisation

What We're Looking For:

We're looking for someone who's passionate about creating great customer experiences and can lead change at a global level.

• Extensive experience in strategy, consulting or customer-focused roles
• A proven track record of delivering large-scale transformation or business change
• Strong understanding of customer experience, ideally in healthcare or insurance
• Confident working with senior stakeholders and influencing at executive level
• Excellent communication skills, with the ability to explain complex ideas clearly
• A data-led mindset, with experience using customer insights to drive improvements
• Strong relationship-building skills across different teams, cultures and markets
• Able to work independently while knowing when to seek input or support
• A degree or equivalent qualification

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 holiday, increasing through length of service, with the option to buy or sell
• Enhanced pension and life insurance
• Car allowance and annual bonus
• Private medical insurance
• Global wellbeing days
• Opportunities for career development and internal mobility

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.

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