Customer Communications Transformation Lead

Bupa UK; Brighton; Hybrid; GBP 54,000 - 71,000; Full time

Job summary

Bupa UK is seeking a Customer Communications Transformation Lead in Brighton. The role is hybrid, full-time, 35 hours per week, FTC 12 months. Salary ranges from £53,900 to £70,800 depending on experience, with 2 days in the office.

You will lead the evolution of customer communications across channels, ensuring compliance and excellent customer experience while partnering with Marketing, CX, Operations, Technology and Compliance teams.

Qualifications

• Significant experience leading customer communications strategy and delivery.
• Proven experience in large business or digital transformation programmes.
• Strong experience managing customer communications across multiple channels.
• Ability to prioritise a complex portfolio of communication activity.
• Strong leadership skills with team development experience.
• Excellent stakeholder management and influencing skills.
• Solid understanding of customer experience and marketing principles.
• Experience in regulated environments.
• Experience with CRM platforms like Sitecore Content Hub or Salesforce Marketing Cloud.
• Experience in Agile environments with sprint planning and iterative delivery.

Responsibilities

• Lead and deliver the customer communications strategy for a large-scale transformation programme.
• Review and assess existing communications across email, SMS, letters and digital journeys.
• Create frameworks to simplify, improve, and retire communications where needed.
• Build and manage a communications roadmap aligned to programme milestones.
• Develop prioritisation based on customer impact, business value and regulatory needs.
• Lead multi-channel planning across CRM, digital, print, and service communications.
• Coach and develop a high-performing communications team.
• Partner with stakeholders across Technology, Product, Marketing, CX, Compliance and Operations.
• Define and improve customer journeys using insight and performance data.
• Implement governance processes for compliance, quality and consistency.
• Monitor effectiveness via KPIs and reporting.
• Identify opportunities to improve processes, outcomes, and efficiency.
• Support regulatory and data protection obligations.

Skills

Leadership

Transformation programmes

Multi-channel communications

Portfolio management

People leadership

Stakeholder management

CX & marketing principles

Regulated environment

CRM/MarTech tools

Agile delivery

Tools

Sitecore Content Hub

Salesforce Marketing Cloud

Job description

Customer Communications Transformation Lead

• Location: Brighton
• Full Time
• FTC – 12 months
• Hybrid – 2 days a week in the office
• 35 hours
• Salary: from £53,900 - £70,800 depending on experience

At Bupa, our purpose is simple: helping people live longer, healthier, happier lives and making a better world. As a healthcare insurer and provider, we're focused on improving health and wellbeing for our customers, people and communities.

As our Customer Communications Transformation Lead, you'll lead the evolution of customer and operational communications across multiple channels, making sure every interaction is clear, simple and customer focused. You'll help modernise how we communicate while maintaining high standards of compliance, consistency and customer experience. Working closely with teams across Marketing, Customer Experience, Operations, Technology and Compliance, you'll help create communications that support customers at every stage of their journey.

This is a unique opportunity to influence a global transformation programme, build new ways of working, and make a lasting impact on both customer experience and business performance.

Key Responsibilities

• Lead and deliver the customer communications strategy for a large-scale transformation programme.
• Review and assess existing customer communications, including email, SMS, letters and digital journeys.
• Create frameworks to simplify, improve, develop and retire communications where needed.
• Build and manage a communications roadmap aligned to key programme milestones.
• Develop prioritisation approaches based on customer impact, business value and regulatory requirements.
• Lead multi-channel communication planning across customer relationship management (CRM), digital, print and service communications.
• Manage, coach and develop a high-performing communications team.
• Partner with stakeholders across Technology, Product, Marketing, Customer Experience, Compliance and Operations.
• Define and improve customer communication journeys using customer insight and performance data.
• Implement governance processes that support compliance, quality and consistency.
• Monitor communication effectiveness through key performance indicators and reporting.
• Identify opportunities to improve processes, customer outcomes and operational efficiency.
• Support regulatory and compliance requirements, including governance, audit and data protection obligations.

What We're Looking For

We're looking for an experienced communications leader who combines strategic thinking with hands-on delivery and enjoys working in a fast-changing environment.

Essential Experience And Skills

• Significant experience leading customer communications strategy and delivery.
• Proven experience working within large business or digital transformation programmes.
• Strong experience managing customer communications across multiple channels.
• Experience overseeing and prioritising a complex portfolio of communication activity.
• Strong leadership skills with experience developing and managing teams.
• Excellent stakeholder management and influencing skills.
• A strong understanding of customer experience and marketing principles.
• Experience working within a regulated environment.
• Experience using CRM platforms or communication management tools, such as Sitecore Content Hub or Salesforce Marketing Cloud.
• Experience working within Agile environments, including sprint planning, backlog management and iterative delivery approaches.

Desirable

• Experience within health insurance, financial services, utilities or other regulated sectors.
• Experience managing agencies and external suppliers.
• Knowledge of data-driven marketing, testing and optimisation techniques.
• Budget management experience.

Why Bupa?

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.

Time Type

Full time

Job Area

PR , Marketing & Brand

Locations

Victory House, Brighton