Head of CX Strategy and Design APAC

Head of CX Strategy and Design APAC, Bupa Australia We have a clear ambition to be the world's most customer‑centric healthcare company. To bring our ambition to life, we are evolving how we do things to create value for our customers now and into the future. Our global purpose is to help our customers live healthier and happier lives. Just imagine the impact you could make.

How will you make an impact?

The Head of Customer Experience Strategy and Design will be accountable for the enterprise customer strategy and lead the APAC customer journey transformation, ensuring a joined‑up and cohesive experience for Bupa customers across channels and business units in the Market Unit.

A key focus of this role will be to define the customer experience strategy, including customer journey management, in partnership with Business Units and Digital Crews to achieve our customer and commercial objectives (100 NPS and 100 M customers). You will be accountable for the design of Bupa customer journeys that elevate the customer experience to a brand level and leverage the Bupa ecosystem to deliver optimal value to customers.

This role demands a driven leader with outstanding customer focus, commercial acumen, people‑leadership experience and the ability to influence across a complex matrix environment.

Key Responsibilities

Define and own Bupa’s Customer Experience strategy, identifying key signature experiences and customer journeys based on customer strategy and key deliverables to drive growth, commercial outcomes and CX ambitions.

Provide regular customer transformation updates to the APAC Board, Executive Leadership Team and Senior Leaders to embed customer‑centric transformation across APAC.

Ensure the customer experience strategy and execution evolve to meet the changing market, including competitor, regulatory and market developments, and customer demands to remain fit for purpose.

Design, own and optimise end‑to‑end customer journeys and experiences across channels to ensure a joined‑up and cohesive experience for customers.

Take a customer lifecycle management approach that addresses key customer needs as they transition to realise desired commercial outcomes and NPS outcomes.

Key Skills & Experience Required

10+ years in senior level customer experience management.

Tertiary qualifications in business, customer experience or related disciplines.

Experience in Australian healthcare, private health insurance or a service industry.

Proven ability to partner across functions in the development and implementation of customer strategies within complex, matrix organisations.

Passion for the customer.

Experience in design thinking, human‑centred design or Jobs‑to‑Be‑Done frameworks.

Strong written and presentation skills, and the ability to convert data into insight and prepare compelling, persuasive reports and presentations.

What’s in it for you We reward our people and celebrate their successes. Through the Viva Healthier and Happier programme, we provide health benefits for everyone who works at Bupa, no matter their role. We want to support our people to be the healthiest and happiest versions of themselves.

Seniority level Mid‑Senior level

Employment type Full‑time

Job function Business Development and Sales

Industries Hospitals and Health Care

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