Strategic Lead, Customer Communications Transformation

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

Job summary

Based in Brighton, Bupa seeks a Customer Communications Transformation Lead to drive multi-channel customer communications across a large transformation programme. You will collaborate with Marketing, Customer Experience, Operations, Technology and Compliance to deliver clear, compliant interactions that enhance the customer journey.

You will build frameworks, roadmap the communications portfolio, lead a high-performing team, and ensure governance and data protection standards while improving

Qualifications

• Significant experience leading customer communications strategy.
• Proven experience working within large business or digital transformation programmes.
• Experience across multiple channels (email, SMS, letters, digital journeys).

Responsibilities

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

Skills

Leadership

Stakeholder management

Multi-channel communications

Agile delivery

Customer experience

Tools

Sitecore Content Hub

Salesforce Marketing Cloud

Job description

Based in Brighton, Bupa seeks a Customer Communications Transformation Lead to drive multi-channel customer communications across a large transformation programme. You will collaborate with Marketing, Customer Experience, Operations, Technology and Compliance to deliver clear, compliant interactions that enhance the customer journey.

You will build frameworks, roadmap the communications portfolio, lead a high-performing team, and ensure governance and data protection standards while improving