NPS Product Owner

BUPA; City Of London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading health insurer is seeking an NPS Product Owner to manage and improve the NPS platform across business units. The role involves analyzing survey processes, managing relationships with vendors, and providing actionable insights for improved customer experiences. Candidates should have extensive knowledge of Net Promoter systems and strong analytical skills. This position offers full-time hybrid working with benefits designed for employee wellbeing, including health insurance and an enhanced pension plan.

Benefits

25 days holiday

Bupa health insurance

Enhanced pension plan

Onsite gyms or local discounts

Various online discounts

Qualifications

• Experience and proficiency working with Net Promoter systems.
• Able to manage relationships with external suppliers.
• Demonstrated data and analytical expertise.
• Proven ability to work independently and in a cross-functional team.

Responsibilities

• Act as first point of call for system issues.
• Analyze survey-process related issues.
• Document and maintain end-to-end survey processes.
• Run monthly Operating Rhythm with updates and status.

Skills

Experience and proficiency with Net Promoter systems

Ability to manage relationships with external suppliers

Qualification in a business-related discipline

Experience in identifying and prioritizing business improvement

Customer mindset

Data and analytical expertise

Excellent communication and presentation skills

Education

Qualification in a business-related discipline preferred

Job description

NPS Product Owner

Salary: Competitive salary

Contract type: 12 months Fixed Term Contract

Shift pattern: Full-time - 37.5 hours per week

Location: Nationwide/Hybrid working

Closing date: 22/12/2025

We make health happen

Working in our UK support functions you'll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you'll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

Role Overview

The Customer and Continuous Improvement team is a central part to Bupa's Transformation agenda. Covering Behavioural Insight, Customer Insight, Continuous Improvement and Employee Engagement, the team drives Bupa's strategy to be obsessed by our customer's experience and drive an agile culture.

Reporting to the Head of Customer Intelligence, the NPS Product Owner role is responsible for the identification and facilitation of improvement of the NPS platform for Bupa across all business units (excluding Bupa Global) ensuring relevant, timely and actionable customer insights are available to drive improved customer experiences. The role is responsible for developing and managing the day-to-day relationship with Bupa's NPS system provider and is a key communication point between Bupa and the NPS Platform Provider/Agency.

How you'll help us make health happen

• Be the first point of call to the Customer Intelligence team and business stakeholders for any system issues and elevate to Platform Provider as required.
• Support the analysis and root‑cause discovery of any survey‑process related issues, working with business stakeholders, Research Managers, Database teams (internal & external) and NPS Platform vendor.
• Ensure end‑to‑end survey processes are documented and maintained.
• Ensure all process failure points are identified and controls put in place.
• Provide proactive survey health status reports and communicate output with relevant stakeholders.
• Responsible for running a monthly Operating Rhythm that includes status, backlog and activity updates and usage statistics.
• Develop a training roadmap to increase Bupa's skill set with the NPS platform to in‑source relevant activities.
• Work closely with the NPS business leads across the business – resolving business‑as‑usual activities requirements and understanding continuous improvement priorities.
• Effectively prioritise and manage backlog improvement items and deliver additional value through new NPS Platform capabilities coming and awareness of key trends in the NPS community.
• Develop a library resource of ‘stories’ to demonstrate the benefits of the NPS Platform and specific capabilities.
• Working with the Research Managers, deliver specific NPS initiatives such as the establishment of new survey programmes, transition of existing programmes onto the NPS Platform or closing of a survey programme no longer supported.

Key Skills / Qualifications Needed For This Role

• Experience and proficiency working with Net Promoter systems
• Ability to manage relationships with external suppliers.
• Qualification in a business‑related discipline preferred
• Experience in identifying, quantifying, articulating and prioritising business improvement opportunities (Project / Programme or Lean / Six Sigma certification desirable).
• A customer mindset, demonstrating achievement at delivering customer outcomes in a quantifiable way.
• Demonstrated skills in continuous learning, flexibility, customer focus and commitment to quality outcomes.
• Clear thinker with the ability to connect pieces of work from across the business.
• Demonstrated data and analytical expertise and the ability to convey key insights into clear business activity and outcomes.
• Extensive experience in building 360‑degree stakeholder relationships, including with Senior Management.
• Excellent written and oral communication and presentation skills, with the ability to tailor messaging to the stakeholder and Business Unit, narrate a story together out of disparate data and information sources.
• Ability to effectively communicate and present at all levels from executive to the front line.
• In‑depth and up‑to‑date knowledge of various customer‑led process improvement tools and methodologies.
• Proven ability to work independently and in a cross‑functional team environment.

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family‑friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell.
• Bupa health insurance as a benefit in kind.
• An enhanced pension plan and life insurance.
• Onsite gyms or local discounts where no onsite gym available.
• Various other benefits and online discounts.

Why Bupa?

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Time Type: Full time

Job Area: PR , Marketing & Brand

Locations: Bupa Place, Kirkstall Forge, Staines - Willow House