Director of Customer Services Transformation

Job Description

Director of Customer Services Transformation

Competitive Salary, Bonus & Benefits

UK / Hybrid working

Permanent

Closing date - 31st October 2025

We make health happen

At Bupa, we're here to help people live longer, healthier, happier lives - and to make a better world. We're a health insurer and provider with no shareholders, so our customers are always our focus. That means we invest in what matters most: our people, our services, and our purpose.

As Director of Customer Services Transformation, you'll play a pivotal role in shaping the future of our UK Insurance (UKI) operations. You'll lead the development of our operations strategy and transformation programmes, helping us deliver outstanding customer experiences while driving cost efficiencies across a £100m budget and supporting claims savings across a £2bn spend. This is a high-impact leadership role that directly supports our mission to make health happen for our customers.

• Lead the development of innovative operational strategies to meet customer needs
• Develop and deliver the Contact Channel strategy, including telephony platforms, IVR, voice automation, GenAI, and knowledge management tools
• Drive transformation systems (e.g. Claims), simplifying journeys and leveraging emerging technologies like AI and machine learning.
• Collaborate across Bupa to implement new services
• Monitor service performance and customer satisfaction
• Deliver multi-million-pound transformation programmes
• Manage budgets and optimise resources to ensure financial sustainability
• Ensure regulatory compliance & maintain strong risk management practices
• Lead and inspire a high-performing team of circa 35 colleagues and agile teams
• Enterprise leadership - partner with Bupa leadership teams to drive change across our businesses

• Proven experience of implementing and delivering large-scale operations transformation (e.g. telephony) in a corporate environment
• Regulated sector experience (e.g. insurance, financial services, telco) is essential
• Deep understanding of contact centre technologies, claims systems, and customer journey optimisation
• Experience working with emerging technologies such as AI, ML, and GenAI
• Strong financial acumen with experience managing large budgets and delivering cost efficiencies
• Executive level stakeholder management and communication skills, with the ability to influence at all levels
• A collaborative leadership style that empowers teams and drives performance
• A passion for improving customer outcomes and delivering measurable impact

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:

• Management Bonus Scheme (annual, discretionary)
• Excellent contributory pension
• Car Allowance (paid as cash)
• Health Insurance (family cover)
• Life Insurance
• 25 days holiday (increasing with service)
• Flexible working
• Corporate discounts

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 live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to "Be you at Bupa". We champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you're treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

Full time

Angel Court, London, Bupa Place, Staines - Willow House