Senior VOC Consultant

At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.

We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we. We’re investing in more clinics, better systems and smarter, more connected ways to help our customers. As we continue to expand our services and invest in innovation, you’ll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before.

Here, your work has purpose, your voice matters and your future is full of possibility.

Just imagine the impact you could make.

The purpose of this job

The Senior VOC Consultant will have day-to-day responsibility for the development, execution and communication of customer insights projects derived from Bupa’s VOC program, working collaboratively with business unit stakeholders to provide actionable insights that feed identification, prioritization and design of improvements to the current customer experience, new propositions, communicating our brand or informing strategic direction and initiatives.

The role works within the VOC team that support Bupa to achieve its strategic objective of becoming the most customer-centric healthcare company in the world.

The VOC team leads customer insights and the VOC system across all Bupa Australia & NZ business units, health insurance, aged care, retirement living, dental, optical, hearing, medical, mental health, medical visa services and digital healthcare.

This role will also support the development of new initiatives which look to deliver better customer experiences. This will require a strong insights knowledge and experience, but also an agile mindset and the ability to work at pace through an at times ambiguous and fast-changing environment.

What you’ll need to make it possible:

• A Tertiary qualification in Marketing or a related business discipline (essential) with post graduate studies (desirable)
• Demonstrated 5 to 8 years’ experience in the below (or something very similar):
  • Developing and executing customer insights projects
  • Translating customer insights into action or change within a business
  • Facilitating the development of a more customer centric culture within a business
  • Working with, or within, a research agency
  • Working with Medallia, or similar platform (desirable)
  • Managing internal stakeholders
  • Managing external suppliers
• In-depth understanding of research principles and best practice
• Analytical skills to derive insights from customer datasets and report in clear and impactful formats

What you’ll be doing in this role: 

• Build stakeholder relationships and develop insights that articulate business clarity for customer action around key MicroMoments and journeys, highlighting customer pain points and opportunity to improve
• Be the insights expert through forums such as MicroMoment or Journey advisory groups to provide input and briefing updates on VOC trends, drivers and analytics.
• Conduct bespoke deep-dives and root cause analysis on the VOC data and associated other customer data, using tools such as the Medallia platform, BU/enterprise analytics, text analytics tools and quantitative modelling, to identify customer friction points or improvement opportunities to enhance our customer’s experience
• Support the development of monthly performance reporting that is presented in the executive and board reporting suite
• Lead the communication of insights across Bupa, championing our customer-led culture and embedding the customer transformation agenda within services to ensure customer change is aligned with Group guidance, applied with reference to local business context and delivers positive outcomes for customers and Bupa

Why you’ll love it?

We support our people to be the healthiest and happiest versions of themselves.

If this sounds exciting, we’d love to hear from you. Let’s shape the future of healthcare, together.

At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.

We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.

We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.