Vulnerable Customer Strategy Lead

Bupa UK; Salford; On-site; GBP 49,000 - 59,000; Full time

Benefits offered by this job

25 days holiday

Bupa medical insurance

Enhanced pension plan

Onsite gyms

Discounts and other benefits

Job summary

Bupa Place, Salford Quays or Willow House, Staines is seeking a Vulnerable Customer Manager on a permanent basis. You will develop and deliver our vulnerable customer strategy, aligning with regulatory requirements and senior stakeholders to improve customer outcomes.

In this role you will work closely with the Head of Customer Experience and Vulnerable Customer, presenting to the Senior Leadership Team and driving enhancements across training, data analytics, and customer services.

Qualifications

• Strong understanding of vulnerable customer regulations.
• Experience influencing senior stakeholders.
• Proven track record delivering customer experience improvements.

Responsibilities

• Lead the Vulnerable Customer Strategy and ensure regulatory obligations are met.
• Develop and deliver improvements to training, data points, and reporting.
• Coordinate cross-functional Vulnerable Customer Champions forums.
• Present insights and recommendations to Senior Leadership and committees.
• Drive improvements to recognise and record vulnerability accurately.
• Review current services for fit-for-purpose accessibility (braille, transcriptions).

Skills

Regulatory knowledge

Stakeholder management

Project management

Cross-functional collaboration

Communication skills

Job description

Bupa Place, Salford Quays or Willow House, Staines is seeking a Vulnerable Customer Manager on a permanent basis. You will develop and deliver our vulnerable customer strategy, aligning with regulatory requirements and senior stakeholders to improve customer outcomes.

In this role you will work closely with the Head of Customer Experience and Vulnerable Customer, presenting to the Senior Leadership Team and driving enhancements across training, data analytics, and customer services.