Director of Customer Services Transformation
Competitive Salary, Bonus & Benefits
UK / Hybrid working
Permanent
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.
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
- 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
Benefits
- Management Bonus Scheme (annual, discretionary)
- Excellent contributory pension
- Car Allowance (paid as cash)
- Health Insurance (family cover)
- Life Insurance
- 25 days holiday (increasing with service)
- Flexible working
- Corporate discounts
Location
Angel Court, London, Bupa Place, Staines – Willow House
Job Type
Full time
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