Job Description:
Senior Manager, Customer Strategy & Transformation Delivery
London
Full time & Hybrid
Permanent
Salary circa £95,000 & fantastic benefits package
The closing date for applications is Thursday 25th June, 2026.
We make health happen!
Our purpose at Bupa 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.
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.
This is a rare opportunity to join a small, high-performing global team, partnering closely with senior leaders and driving real change at scale. You'll play a pivotal role in enabling customer-led transformation-bringing insight, structure and innovation to how we improve experiences for millions of people worldwide.
How you'll help us make health happen
As our Senior Manager, Strategy and Transformation Delivery, you'll play a key role in bringing our purpose to life. You'll operate at the centre of our global customer transformation agenda-driving customer innovation, connecting strategy to execution, and supporting our market units to embed customer-centricity and drive measurable impact across all our geographies.
Support the delivery of global customer strategy initiatives-articulating a clear global strategy and translating our ambition into clear, actionable plans
Collaborate with market unit customer teams to ensure local strategies align with global priorities as well as promoting customer-centricity and sharing of best practices across our geographies.
Use customer insight, performance data and external best practice to identify innovative opportunities, define hypotheses and shape customer-led solutions
Drive customer-centric innovation, supporting group-wide initiatives and embedding new thinking into how we design and deliver experiences
Build and sustain a strong global customer community-facilitating collaboration, sharing best practice and inspiring continuous improvement across Bupa
Engage and influence senior stakeholders, including Executive and Board-level audiences, through compelling storytelling and clear strategic narratives
Skills & Experience needed for this role
We're looking for a high-calibre, intellectually curious leader with a strong track record of delivering customer strategy and transformation in complex, international environments.
Proven experience in management consulting, strategy, or customer transformation roles, delivering end-to-end initiatives in complex, global organisations
Demonstrable experience delivering customer transformation programmes, not just setting strategy. You'll bring your passion for improving customer outcomes and embedding customer-centricity at scale.
Expertise in customer experience across digital and physical touchpoints, with a clear understanding of how customer strategy links to commercial and operational performance
Strong data-led approach-with capability to analyse insight, identify root causes and translate findings into practical, scalable solutions
Track record of influencing senior stakeholders (Director / Exec level and above), with the confidence to challenge current thinking and formulate new practices.
Adept at presenting to audiences of all levels and influencing decision makers up to CEO level with the ability to challenge current thinking and formulate new practices.
Proven strategic storytelling capability, with the ability to craft compelling narratives and translate complex analysis into clear, credible and engaging executive-level presentations.
Experience leading programmes or large-scale projects to successful delivery, demonstrating ownership, pace and resilience
Strong stakeholder management across geographies, with evidence of building trusted relationships in matrixed environments
You'll bring a natural curiosity and external outlook, with a proven ability to introduce fresh thinking and embed industry best practice into our business.
You naturally take ownership and hold yourself accountable, working independently to deliver high-quality outcomes at pace
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 per year.
Management bonus scheme
Car allowance
Access to a range of services to support your physical and mental wellbeing
Access to our confidential employee assistance programme
Workplace pension
Online discounts covering your everyday shopping, entertainment, eating out and more.
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.
As a Disability Confident employer, we aim to offer a guaranteed interview for every disabled applicant who meets the minimum criteria for the job. 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: grouprecruitmentandtalent@bupa.com
Time Type:
Full timeJob Area:
Strategy, Change & TransformationLocations:
Angel Court, London
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.
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.
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.
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