Customer Communications Transformation Lead

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

Job summary

Based in Brighton, Bupa seeks a Customer Communications Transformation Lead to drive multi-channel customer communications across a large transformation programme. You will collaborate with Marketing, Customer Experience, Operations, Technology and Compliance to deliver clear, compliant interactions that enhance the customer journey.

You will build frameworks, roadmap the communications portfolio, lead a high-performing team, and ensure governance and data protection standards while improving

Qualifications

• Significant experience leading customer communications strategy.
• Proven experience working within large business or digital transformation programmes.
• Experience across multiple channels (email, SMS, letters, digital journeys).

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 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 KPIs and reporting.
• Identify opportunities to improve processes, customer outcomes and operational efficiency.
• Support regulatory and compliance requirements, including governance, audit and data protection obligations.

Skills

Leadership

Stakeholder management

Multi-channel communications

Agile delivery

Customer experience

Tools

Sitecore Content Hub

Salesforce Marketing Cloud

Job description

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

We make health happen 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

• 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 Be at the heart of helping people live longer healthier, happier lives and making a better world. We employ more than 80,000 people globally who are making this a reality. If you’ve got the belief, the drive and the talent to help us in our ambition then we’d like to hear from you. Wherever you work, one thing stands out about Bupa people. Our customers are our passion – they’re at the heart of our positively different culture of care. At Bupa you’ll be challenged, you’ll be encouraged to innovate, and collaborate with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.