Head of Customer Strategy and Transformation Delivery

Location: Greater London

## Head of Customer Strategy and Transformation Delivery Apply locations:
Angel Court, London time type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
June 26, 2026 (8 days left to apply) job requisition :
R1223131

Job Description:

** Head of Customer Strategy and Transformation Delivery
**** London – working in the office 1-2 times per week
**** Hybrid & flexible working options
**** Permanent
* *** Salary circa £110,000 per annum + benefits package
**** Full Time – 35 hours
**** Closing date for applications – Thursday 25th June 2026
**** We make health happen!
** At Bupa, we’re reimagining what great healthcare looks like—globally. Our Group Customer team sits at the heart of that transformation, shaping how we deliver meaningful, consistent and high-quality experiences for our customers across all our markets.  Specifically, the team drives the execution of our ambitious long-term customer strategy. Our purpose is simple: helping people live longer, healthier, happier lives and making a better world.

We’re a health insurer and provider with no shareholders, so everything we do is focused on our customers.

As our Head of Customer Strategy and Transformation Delivery, you’ll play a key role in bringing this purpose to life. You’ll help shape how millions of people experience our services across the world. Working in a small, supportive and high-performing global team, you’ll drive meaningful change and make sure customer needs are at the heart of everything we do.

This is a unique opportunity to work across our global business, partner with senior leaders, and influence how we deliver better health outcomes through improved customer experiences.
*
* Key Responsibilities:

*** Lead the delivery of Bupa’s global customer strategy and transformation agenda
* Drive priority projects that improve customer experience and outcomes across our markets
* Define and track key customer measures, making sure we understand what’s working and where we can improve
* Bring customer priorities into strategic decisions, helping shape discussions at senior leadership level
* Build and embed a customer-focused way of working across teams and geographies
* Lead our global customer community, sharing best practice and learning across markets
* Oversee our customer listening approach, using insights to improve how we support customers
* Build strong relationships with internal teams and external partners to deliver change
* Help grow Bupa’s reputation for customer experience, both inside and outside the organisation
*
* What We’re Looking For:

** We’re looking for someone who’s passionate about creating great customer experiences and can lead change at a global level.
* Extensive experience in strategy, consulting or customer-focused roles
* A proven track record of delivering large-scale transformation or business change
* Strong understanding of customer experience, ideally in healthcare or insurance
* Confident working with senior stakeholders and influencing at executive level
* Excellent communication skills, with the ability to explain complex ideas clearly
* A data-led mindset, with experience using customer insights to drive improvements
* Strong relationship-building skills across different teams, cultures and markets
* Able to work independently while knowing when to seek input or support
* A degree or equivalent qualification
** Benefits
* * Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family-friendly benefits.

Joining Bupa in this role you will receive the following benefits and more:
* 25 days holiday, increasing through length of service, with the option to buy or sell
* Enhanced pension and life insurance
* Car allowance and annual bonus
* Private medical insurance
* Global wellbeing days
* Opportunities for career development and internal mobility
** Why Bupa?
** We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people…