Employment Term: Permanent
Location: Melbourne
The primary purpose of the Strategic Channel Insights Manager role is to develop and deliver compelling insights which provide clear and actionable recommendations that guide the development and execution of current and future business strategies.
In line with overarching strategic priorities, this role will focus on generating insights that guide the necessary actions to increase digital interactions through our Digital Messaging channel in line with the Channel Mix Strategy.
Key responsibilities include the following: Support a connected CCG channel strategy narrative through data storytelling; translating data into compelling stories that support relevant cases for change. Deliver meaningful insights through strategic deep dives into complex datasets which support CCG's cross-channel decision-making and optimisation initiatives. Lead ongoing analysis into customer trends of channel use to construct actionable opportunities that drive a channel mix that delivers valuable customer interactions. Collaborate with the data community at Bupa to surface a holistic understanding of channel performance while delivering improvements to data quality, accuracy, and dependability. Maintain a strong understanding of current business performance and adapt outputs to changing customer, business, and industry needs as well as emerging technologies. Establish and lead a strong Digital Messaging insights capability within CCG and the broader business. Own and lead Digital Messaging insight development and deliverables to ensure insights are translated into actionable plans. Manage, develop, and nurture a team of analysts to enhance data usability and provide timely and valuable data-driven recommendations. Partner with the Digital Messaging operational teams to guide and prioritise the implementation of operational efficiencies and channel optimisation initiatives. Build strong advisory relationships across the business to drive increased awareness and connection with overall channel requirements. Collaborate with channel leads and key stakeholders to identify and prioritise requirements for bespoke channel insights as well as relevant implementation plans for ongoing data and reporting. Support hypothesis development and insights that drive experimental design for channel optimisation POCs and implementation of enabling strategic capabilities for Customer and/or Employee Experience. Proactively articulate valuable insights and recommendations across teams to facilitate collaboration on the development of initiatives that support strategic channel priorities. You may also carry out any other duties reasonably requested by Bupa from time to time.
To be successful in this role you'll need: Extensive & demonstrable experience in customer insights, data analytics and/or process improvement disciplines. Solid understanding of the Health Insurance industry, channel operations data, customer metrics and underlying KPIs, with extensive exposure to contact centre operations or other customer-facing environments. Proven ability to articulate and communicate value-adding insights and recommendations to a wide range of stakeholders in a clear and concise manner, both in verbal and written formats. Passion for driving improvement and innovation of customer and employee experiences through relevant insight generation. Strong Leadership skills that inspire and rally the team to achieve team goals and targets and proven ability to mentor and upskill team members. Strong capability of managing and prioritising competing tasks for different stakeholders whilst working productively to meet key deadlines and milestones. Capability of working with a high degree of complexity and ambiguity, whilst delivering rapid, accurate and impactful results. What's in it for you? As well as a competitive salary, a range of Bupa benefits and flexible working/work from home, you'll be challenged and encouraged to innovate. You will collaborate strongly with colleagues who are committed to delivering exceptional experiences. We trust, respect, and consider everyone, knowing your difference will make the difference.
Discount on our health insurance, travel, car, home, contents, and pet insurance products as well as Bupa services such as Dental and Optical. A 'People First' wellness program – SMILE. Provides a range of services such as health coaches, annual skin checks and flu vaccinations, assistance with nutrition, mental and general well-being guides, and product discounts. You will feel happier & healthier for working at Bupa! At Bupa, we are striving to create and sustain a safe and inclusive workplace. We welcome applicants from all cultural backgrounds, genders, and abilities. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.
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