NPS Product Owner

Bupa; City of Westminster; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading health insurer in the UK seeks an NPS Product Owner to enhance the NPS platform across business units. This role demands relationship management with external suppliers, keen analytical skills, and experience with continuous improvement methodologies. Responsibilities include addressing system issues, maintaining survey processes, and improving customer insights. Join a company that champions diversity and values the well-being of its employees through various benefits, and help make health happen for all customers.

Benefits

25 days holiday, increasing with service

Bupa health insurance

Enhanced pension plan and life insurance

Onsite gyms or local discounts

Various online discounts

Qualifications

• Proficient in using Net Promoter systems.
• Experience in prioritizing business improvement opportunities.
• Ability to communicate effectively across all levels of the organization.

Responsibilities

• Serve as the first point of contact for system issues.
• Document and maintain end-to-end survey processes.
• Run regular status updates and usage statistics.

Skills

Experience with Net Promoter systems

Relationship management with external suppliers

Customer-focused mindset

Data and analytical expertise

Excellent communication skills

Education

Qualification in a business-related discipline

Tools

Continuous improvement tools and methodologies

Job description

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:

Responsibilities

• 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 activity requirements and understanding continuous improvement priorities.
• Effectively prioritise and manage backlog improvement items and deliver additional value through new NPS Platform capabilities 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 a survey programme no longer supported.

Qualifications and Experience

• 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.

Our 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.

• 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 is 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