Head - Service Innovation - Bupa Australia - Melbourne

Job description
Bupa Health Insurance is on an exciting transformation, on the journey towards Bupa 2020, to deliver long term sustainable and profitable growth in a way that significantly improves customer outcomes and continues to create a place where people love to work.

Reporting to the Customer Service Director, the Head of Service Innovation is responsible for driving the strategic direction for the future best practice Customer Service model across all channels of interaction to deliver the CS and health insurance business goals.

Specifically the role will be:-
The key interface with the rest of the health insurance business, delivering Transformational and networking leadership to ensure Customer Service requirements /needs are captured appropriately across the business and creating future proactive Service model for our customers.
Take a lead on identifying how new technology /digital enablers will transform the way we service our customers seamlessly across all channels.

Desired Skills and Experience
You will be a leader in your field, and be inspired and driven by the opportunity to work with a global leader in health care that is on the path towards an exciting transformation.

You will be/have:-
Experience in executive level strategy development and execution in a complex environment
Strong understanding of Customer Service operations and metrics, with proven success in design, development and deployment of an innovative customer centric service strategy across channels including Digital and Social Media.
Solid understanding of how technology (existing and new) works to support /enable customer outcomes
Demonstrated success in managing multiple key (and senior) stakeholder relationships and supporting operational business units through major change / transformational programs, particularly in shifting channel usage of consumers
Strong track record of successfully leading and implementing change at process, behavioural and organisational level
Creative lateral thinker with ability to manage a multitude of complex functions and projects simultaneously
Experience working with customer insights /root cause analysis and ability to turn them in to strategies and tactics to drive operational improvement

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