Customer Communications Transformation Lead – Hybrid, Brighton

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

Job summary

Bupa in Brighton is seeking a Customer Communications Transformation Lead to steer multi-channel communications through a large transformation programme. This role combines strategic thinking with hands-on delivery to improve customer experience while ensuring regulatory compliance.

You'll lead cross-functional teams across Marketing, Customer Experience, Operations, Technology and Compliance, developing a governance framework and a communications roadmap aligned with programme milestones.

Qualifications

• Significant experience leading customer communications strategy and delivery.
• Experience in large digital transformation programmes.
• Experience managing multi-channel customer communications and projects.

Responsibilities

• Lead the customer communications strategy for a large-scale transformation programme.
• Review and optimise emails, SMS, letters and digital journeys.
• Create frameworks to simplify, improve, and retire communications as needed.
• Build a communications roadmap aligned to programme milestones.
• Develop prioritisation based on customer impact, value, and regs.
• Lead multi-channel planning across CRM, digital, print and service communications.
• Manage and coach a high-performing communications team.
• Partner with Technology, Product, Marketing, Customer Experience, Compliance and Operations.
• Define and improve customer journeys using insights and performance data.
• Implement governance to support compliance, quality and consistency.
• Monitor effectiveness via KPIs and reporting.
• Identify opportunities to improve processes and outcomes.

Skills

Leadership

Stakeholder management

Customer experience

Digital transformation

Multi-channel communications

Regulatory/compliance

Tools

Sitecore Content Hub

Salesforce Marketing Cloud

Job description

Bupa in Brighton is seeking a Customer Communications Transformation Lead to steer multi-channel communications through a large transformation programme. This role combines strategic thinking with hands-on delivery to improve customer experience while ensuring regulatory compliance.

You'll lead cross-functional teams across Marketing, Customer Experience, Operations, Technology and Compliance, developing a governance framework and a communications roadmap aligned with programme milestones.