Associate Director leading innovation initiatives for LGBTQ+ health at Penn. Overseeing project execution and sustainability strategies to improve health outcomes.
About the role
- Director of Channel Strategy & Change at Bupa focusing on developing operations strategy and transformation programmes for UK insurance. Leading teams to enhance customer experiences and optimize costs.
Responsibilities
- Lead the development of innovative operational strategies to meet customer needs
- 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
Requirements
- Proven experience of implementing and delivering large-scale operations transformation (e.g. telephony) in a corporate environment
- Regulated sector experience (e.g. insurance, financial services, telco) is essential
- Deep understanding of contact centre technologies, claims systems, and customer journey optimisation
- Experience working with emerging technologies such as AI, ML, and GenAI
- Strong financial acumen with experience managing large budgets and delivering cost efficiencies
- Executive level stakeholder management and communication skills, with the ability to influence at all levels
- A collaborative leadership style that empowers teams and drives performance
- A 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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