Head of Customer Strategy and Transformation Delivery Full Time NEW

Job DescriptionHead of Customer Strategy and Transformation Delivery London – working in the office 1-2 times per week Hybrid & flexible working optionsPermanentSalary circa £110,000 per annum + benefits packageFull Time – 35 hoursClosing date for applications – Thursday 25th June 2026We 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 ResponsibilitiesLead the delivery of Bupa’s global customer strategy and transformation agendaDrive priority projects that improve customer experience and outcomes across our marketsDefine and track key customer measures, making sure we understand what’s working and where we can improveBring customer priorities into strategic decisions, helping shape discussions at senior leadership levelBuild and embed a customer-focused way of working across teams and geographiesLead our global customer community, sharing best practice and learning across marketsOversee our customer listening approach, using insights to improve how we support customersBuild strong relationships with internal teams and external partners to deliver changeHelp grow Bupa’s reputation for customer experience, both inside and outside the organisationWhat We’re Looking ForWe’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 rolesA proven track record of delivering large-scale transformation or business changeStrong understanding of customer experience, ideally in healthcare or insuranceConfident working with senior stakeholders and influencing at executive levelExcellent communication skills, with the ability to explain complex ideas clearlyA data-led mindset, with experience using customer insights to drive improvementsStrong relationship-building skills across different teams, cultures and marketsAble to work independently while knowing when to seek input or supportA degree or equivalent qualificationBenefitsOur 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 sellEnhanced pension and life insuranceCar allowance and annual bonusPrivate medical insuranceGlobal wellbeing daysOpportunities for career development and internal mobilityWhy 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.Time TypeFull timeJob AreaStrategy, Change & TransformationLocations:Angel Court, London