Head of Customer Services Transformation

BUPA; Staines-upon-Thames; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A UK health insurer is seeking a Director of Customer Services Transformation to lead operational strategies and transformation programmes. This pivotal role involves managing a £100m budget and driving customer satisfaction through innovative solutions. Ideal candidates will have extensive experience in operations transformation, particularly in regulated sectors like insurance, and a deep understanding of emerging technologies like AI and machine learning. The position offers competitive salary, benefits, and hybrid working options.

Benefits

Management Bonus Scheme

Excellent contributory pension

Car Allowance

Health Insurance (family cover)

Life Insurance

25 days holiday

Flexible working

Corporate discounts

Qualifications

• Experience delivering large-scale operations transformation in a corporate environment.
• Regulated sector experience essential (insurance or financial services).
• Deep understanding of claims systems and customer journey optimisation.

Responsibilities

• Lead the development of operational strategies to meet customer needs.
• Drive transformation systems and implement new services.
• Manage budgets to ensure financial sustainability.

Skills

Operations transformation implementation

Contact centre technologies

Emerging technologies (AI, ML, GenAI)

Financial acumen

Stakeholder management

Collaborative leadership

Customer outcomes improvement

Job description

A UK health insurer is seeking a Director of Customer Services Transformation to lead operational strategies and transformation programmes. This pivotal role involves managing a £100m budget and driving customer satisfaction through innovative solutions. Ideal candidates will have extensive experience in operations transformation, particularly in regulated sectors like insurance, and a deep understanding of emerging technologies like AI and machine learning. The position offers competitive salary, benefits, and hybrid working options.