Senior Manager, Customer Strategy & Transformation Delivery

Senior Manager, Customer Strategy & Transformation Delivery

Location:

London | Type:
Full time & Hybrid | Permanent | Salary:
Circa £90,000 + benefits. Closing date:
Thursday 25th June 2026.

Our purpose at Bupa is simple: helping people live longer, healthier, happier lives and making a better world. We’re a health insurer and provider with no shareholders, focusing on customers. The Group Customer team sits at the heart of our transformation, shaping how we deliver experiences for our customers around the globe.

• Support the delivery of global customer strategy initiatives—articulating a clear global strategy and translating ambition into actionable plans.
• Collaborate with market unit customer teams to align local strategies with global priorities and promote customer‑centricity and sharing of best practices.
• Use customer insight, performance data, and external best practice to identify innovative opportunities, define hypotheses, and shape customer‑led solutions.
• Drive customer‑centric innovation, supporting group‑wide initiatives and embedding new thinking into how we design and deliver experiences.
• Build and sustain a strong global customer community—facilitating collaboration, sharing best practice, and inspiring continuous improvement across Bupa.
• Engage and influence senior stakeholders, including Executive and Board‑level audiences, through compelling storytelling and clear strategic narratives.

• High‑calibre, intellectually curious leader with a strong track record of delivering customer strategy and transformation in complex, international environments.
• Proven experience in management consulting, strategy, or customer transformation roles delivering end‑to‑end initiatives in large global organisations.
• Demonstrable experience delivering customer transformation programmes, not just setting strategy; passion for improving customer outcomes and embedding customer‑centricity at scale.
• Expertise in customer experience across digital and physical touchpoints, with a clear understanding of how customer strategy links to commercial and operational performance.
• Strong data‑led approach with capability to analyse insight, identify root causes, and translate findings into practical, scalable solutions.
• Track record of influencing senior stakeholders (Director/Executive level and above) and confidence to challenge current thinking and formulate new practices.
• Adept at presenting to audiences of all levels and influencing decision makers up to CEO level, with the ability to craft compelling narratives.
• Proven strategic storytelling capability, translating complex analysis into clear, credible, engaging executive‑level presentations.
• Experience leading programmes or large‑scale projects to successful delivery, demonstrating ownership, pace and resilience.
• Strong stakeholder management across geographies, building trusted relationships in matrixed environments.
• Natural curiosity and external outlook, proven ability to introduce fresh thinking and embed industry best practice into the business.
• Self‑driven ownership and accountability, delivering high‑quality outcomes at pace.

• 25 days holiday per year.
• Management bonus scheme.
• Car allowance.
• Access to a range of services supporting physical and mental wellbeing.
• Confidential employee assistance programme.
• Workplace pension.
• Online discounts covering everyday shopping, entertainment, eating out and more.
• Global wellbeing programme ‘Viva’ covering mental, physical, financial, social, environmental wellbeing.
• Flexible working and family‑friendly benefits.

We encourage applications from people with diverse backgrounds and experiences. As a Disability Confident employer, we offer a guaranteed interview to every qualified disabled applicant and provide reasonable adjustments where needed.