Strategic Customer Communications Transformation Lead

Bupa UK; Brighton; Hybrid; GBP 54,000 - 71,000; Full time

Job summary

Bupa UK is seeking a Customer Communications Transformation Lead in Brighton. The role is hybrid, full-time, 35 hours per week, FTC 12 months. Salary ranges from £53,900 to £70,800 depending on experience, with 2 days in the office.

You will lead the evolution of customer communications across channels, ensuring compliance and excellent customer experience while partnering with Marketing, CX, Operations, Technology and Compliance teams.

Qualifications

• Significant experience leading customer communications strategy and delivery.
• Proven experience in large business or digital transformation programmes.
• Strong experience managing customer communications across multiple channels.
• Ability to prioritise a complex portfolio of communication activity.
• Strong leadership skills with team development experience.
• Excellent stakeholder management and influencing skills.
• Solid understanding of customer experience and marketing principles.
• Experience in regulated environments.
• Experience with CRM platforms like Sitecore Content Hub or Salesforce Marketing Cloud.
• Experience in Agile environments with sprint planning and iterative delivery.

Responsibilities

• Lead and deliver the customer communications strategy for a large-scale transformation programme.
• Review and assess existing communications across email, SMS, letters and digital journeys.
• Create frameworks to simplify, improve, and retire communications where needed.
• Build and manage a communications roadmap aligned to programme milestones.
• Develop prioritisation based on customer impact, business value and regulatory needs.
• Lead multi-channel planning across CRM, digital, print, and service communications.
• Coach and develop a high-performing communications team.
• Partner with stakeholders across Technology, Product, Marketing, CX, Compliance and Operations.
• Define and improve customer journeys using insight and performance data.
• Implement governance processes for compliance, quality and consistency.
• Monitor effectiveness via KPIs and reporting.
• Identify opportunities to improve processes, outcomes, and efficiency.
• Support regulatory and data protection obligations.

Skills

Leadership

Transformation programmes

Multi-channel communications

Portfolio management

People leadership

Stakeholder management

CX & marketing principles

Regulated environment

CRM/MarTech tools

Agile delivery

Tools

Sitecore Content Hub

Salesforce Marketing Cloud

Job description

Bupa UK is seeking a Customer Communications Transformation Lead in Brighton. The role is hybrid, full-time, 35 hours per week, FTC 12 months. Salary ranges from £53,900 to £70,800 depending on experience, with 2 days in the office.

You will lead the evolution of customer communications across channels, ensuring compliance and excellent customer experience while partnering with Marketing, CX, Operations, Technology and Compliance teams.