CS Data Delivery Lead

Bupa UK; Salford; Hybrid; GBP 51,000 - 62,000; Full time

Benefits offered by this job

25 days holiday package

Bupa medical insurance

Enhanced pension

Life insurance

Job summary

Bupa is seeking a Data Delivery Lead for Customer Services to steer the Conversational IVR product for UKI, leading a small MI/ML team and coordinating data solutions with analysts and stakeholders.

The role is based at Bupa Place, Salford Quays, with a hybrid pattern (2 days in the office). It offers a permanent contract, 37.5 hours/week, and a 10% management scheme bonus.

Qualifications

• Experienced people leader with coaching background.
• Experience delivering data engineering/ML products in regulated environments.
• Knowledge of Microsoft data products including PowerBI and Azure DevOps Boards.
• Strong stakeholder management and ability to operate in a matrix organisation.
• Experience translating customer use cases into data solutions.
• Experience with risk and conduct frameworks.

Responsibilities

• Lead a small team of MI/engineering specialists to deliver Conversational IVR data products.
• Ensure compliance with conduct risk and regulatory requirements.
• Translate customer service needs into user stories and data deliverables.
• Collaborate with analysts and Change/SD&I teams to drive initiatives.
• Mentor and coach team to improve product delivery and quality risk management.

Skills

People leadership

Coaching

Data delivery

Regulated env

PowerBI

Azure DevOps

Stakeholder mgmt

Matrix env

Risk mgmt

Delivery lead

Tools

PowerBI

Azure DevOps Boards

Job description

Job Description

Data Delivery Lead - Customer Services (C16)

Location: Bupa Place, Salford Quays (2 days per week in the office)

Permanent Contract

Salary: From £56,300 dependant on experience and location

Full time: 37.5 Hours per week

10% Management Scheme Bonus

We consider all types of flexibility, including locations, hours and working patterns.

The role holder will be the primary point of contact for day to day delivery of the Conversational IVR product to the UKI Customer Service function. Leading a small team of specialists with accountability the CS Data Delivery Lead will lead the team to deliver the Contact Centre’s Conversational IVR product in support of our Customers, partnering with all levels of the Operational and Planning teams to identify opportunities for improvement and for ensuring initiatives are properly supported with clear, measurable definitions of success that are independently monitored by the Domain team.

How You’ll Help Us Make Health Happen

• Leadership of c.3 subject matter experts of various levels of experience in MI engineering ML/AI products
• Responsible for the provision of our Conversational IVR and therefore contribute to Bupa’s compliance with Conduct Risk frameworks
• Through the team, build insights that allows the team to proactively identify opportunities for change and improvement, guiding the Operation to effect change in a controlled and measured way
• Partner with analysts to understand customer use cases, translating those cases to user stories that can be used to design data solutions
• Partner with Business Change agents in the Change and Improvement team and SD&I to ensure the team are engaged appropriately in all relevant initiatives
• Understanding the Bupa data estate, both structured and unstructured to maximise opportunities to support the business in delivery of it’s strategic aims
• Collaborate with your peers as a contributor to the KANBAN board, assigning resource from your team to tasks accordingly
• Establish ongoing reporting and governance related to progress and delivery in the MI&A team
• Responsible for the definition of problems to solve from the Customer Service community, in the MI&A team and beyond, acting on behalf of the customer
• A strong leader, you’ll mentor and coach your team to enhance and improve the product delivered by the team
• Utilise the teams quality and test framework through day to day production to allow for effective risk management
• Acting as the deputy for the MI&A Manager and other CS Delivery Lead

Key Skills Needed For This Role

• An experienced people leader
• Significant coaching experience
• Experience of data delivery and data presentation techniques
• Experience of working in a regulated environment
• Knowledge of Microsoft data products including PowerBI
• Experience of Azure DevOps Boards
• Significant stakeholder management experience
• Confident working in a matrix environment
• Experience working within a risk framework
• Agile Delivery Lead and/or Product Operation Model Product Manager experience

Benefits

Our 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 option to buy or sell
• Bupa medical insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts

At Bupa we adhere to a structured framework when awarding any changes to salary. We believe this creates a fair and consistent approach for all colleagues looking to grow or change role.

Why 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 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 Type Full time

Job Area IT

Locations: Bupa Place