Customer Communications Transformation Lead

Bupa; Kemp Town Estate; On-site; GBP 90,000 - 120,000; Full time

Job summary

Bupa is seeking a Customer Communications Transformation Lead to drive the strategy and execution of customer and operational communications across channels. You will collaborate with Marketing, Customer Experience, Operations, Technology and Compliance to ensure clear, compliant and customer-focused interactions throughout the journey.

The role requires hands-on delivery in a fast-changing environment, leading a team and managing a broad portfolio of communication activity across email, SMS,

Qualifications

• 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.

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

Customer communications strategy

Transformation programme leadership

Multi-channel communications

Portfolio prioritisation

Team leadership

Stakeholder management

Customer experience & marketing

Regulated environment

CRM/communication tools

Agile delivery

Tools

Sitecore Content Hub

Salesforce Marketing Cloud

Job description

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., As a Customer Communications Transformation Lead, you'll:

• 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.

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.

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.

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.