Business Solution Lead

Bupa Australia; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Job summary

A leading healthcare provider in Australia is seeking a Senior Business Solution Lead to drive innovative healthcare solutions. In this role, you will oversee the end-to-end solution journey, working across Product, Technology, and Operations to deliver measurable improvements in customer experience. The ideal candidate will possess strong stakeholder leadership, data-driven problem-solving skills, and familiarity with contact centre environments, including CCaaS platforms. If you're excited to impact the healthcare industry, we encourage you to apply.

Qualifications

• Experience working across Product, Technology, and Operations.
• Ability to identify root causes and validate opportunities with data.
• Comfort with hands-on delivery and initiative ownership.

Responsibilities

• Own the end-to-end solution journey from problem identification to delivery.
• Apply data-driven problem solving to identify root causes.
• Deliver solutions leveraging CCaaS and AI-enabled capabilities.

Skills

Stakeholder leadership

Data-driven problem solving

Cross-functional collaboration

Solution design and trade-offs

Understanding of contact centre environments

Experience with CCaaS platforms

Interest in AI-enabled capabilities

Pragmatic execution

Tools

Amazon Connect

Job description

At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.

We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we. We’re investing in more clinics, better systems and smarter, more connected ways to help our customers. As we continue to expand our services and invest in innovation, you’ll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before.

Here, your work has purpose, your voice matters and your future is full of possibility.

Just imagine the impact you could make.

Bupa is transitioning its Product and Technology Platform teams within the Assisted Channels space to a single, Crew‑based operating model, designed to better align to outcomes, OKRs, and modern cloud‑native, experiment‑led delivery practices. As part of this evolution, we’re creating two Business Solution Lead roles to strengthen how we identify problems, design solutions, and deliver measurable improvements across our Voice and assisted digital channels.

In this role, you’ll work at the intersection of Product, Technology, and Operations, owning the end‑to‑end solution journey from problem identification through to delivery. You’ll combine hands‑on execution with strong cross‑functional leadership to ensure the highest‑impact problems are prioritised and resolved in the right way.

You’ll apply data‑driven problem solving to identify root causes, validate opportunities, and shape pragmatic solutions with clear trade‑offs across customer impact, operability, cost, and risk.

A key focus of the role is shaping and delivering solutions that leverage modern CCaaS and AI‑enabled capabilities, including Amazon Connect, AI‑powered insights, automation, routing intelligence, and agent‑assist technologies, to:

• reduce unnecessary demand and transfers
• increase automation and containment
• improve customer and employee experience

You’ll work closely with Digital Product Managers, Digital Product Configuration Leads, Cloud Engineering, Operations, Data & Insights, and platform partners to:

• frame problems clearly and validate impact using data and frontline insight
• develop solution options with explicit trade‑offs and recommendations
• build and justify business cases where investment is required
• directly deliver smaller or novel changes where appropriate
• act as initiative owner for larger, cross‑functional efforts, coordinating execution through to value realisation

This role is not about producing documents, it’s about turning insight into outcomes.

What we’re looking for

We’re looking for a highly capable individual contributor who brings together strong stakeholder leadership, structured problem solving, and pragmatic execution, including:

• Experience working across Product, Technology, and Operations, influencing outcomes without formal authority
• A proven ability to identify root causes, validate opportunities with data, and prioritise based on impact
• Confidence designing solutions and articulating trade‑offs across cost, benefit, feasibility, and risk
• Comfort moving between hands‑on delivery and initiative ownership, depending on complexity and scale
• A strong understanding of assisted‑channel or contact‑centre environments (exposure to CCaaS platforms such as Amazon Connect is highly desirable)
• Interest in applying AI‑enabled capabilities, automation, and experimentation to improve customer and operational outcomes
• A pragmatic, outcomes‑oriented mindset, with a bias toward simplification and getting results

This is a senior individual contributor role with significant influence and visibility, suited to someone who enjoys solving complex problems and seeing solutions through from insight to measurable impact within a modern Crew‑based operating model.

If this sounds exciting, we’d love to hear from you. Let’s shape the future of healthcare, together.

At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.

We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.

We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.