Vulnerable Customer Experience Lead

BUPA

Eccles

On-site

GBP 46,000 - 62,000

Full time

8 days ago

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Benefits offered by this job

25 days holiday

Medical insurance

Enhanced pension

Life insurance

Onsite gyms or discounts

Job summary

Bupa Place, Salford Quays or Willow House, Staines, is looking for a Vulnerable Customer Manager on a permanent, full-time basis. You will develop and deliver the Vulnerable Customer Strategy and work with senior stakeholders to ensure regulatory compliance and best-in-class customer support.

Lead policy execution, train teams, and drive data-driven improvements while collaborating with the Head of Customer Experience and other leaders.

Qualifications

Understanding of rules, regulations and principles relating to vulnerable customers.
Track record of leading customer experience improvements.
Experience deploying business change or new services.
Ability to influence across teams and senior stakeholders.
Delivery-focused with strong communication skills.

Responsibilities

Develop, own, and embed UK Insurance Vulnerable Customer Policy.
Evidence adherence to regulatory requirements for vulnerable customers.
Lead a cross-functional Vulnerable Customer Champions forum.
Review and improve training materials and delivery (Academy, eLearn, outsourcers).
Analyse data points (QA, Voice Analytics) to demonstrate vulnerability performance.
Identify new data points to strengthen the picture of vulnerable customers.
Improve recognition and recording of vulnerability.
Regularly review vulnerable customer services for fit-for-purpose.