Personalisation Manager

Job Description

Be at the heart of our brave new digital world! We thrive on cross-functional team collaboration, we embrace experimenting, and we work with progressive methods and tools. This includes leveraging agile ways of working and keeping human-centered design thinking the focus of everything we do. This means you’ll be at the heart of finding better ways to help people live longer, healthier, happier lives and making a better world. Working in such a customer-focused and rewarding area brings a huge variety of opportunities for professional and personal growth. Our global mission is to help our customers live healthier and happier lives. Just imagine the impact you could make! What’s your role? The Personalisation Manager role is a thought leadership role reporting into the Head of Personalisation, Orchestration and Planning within the Customer Engagement, Personalisation and Go to Market function in Bupa Health Insurance. The remit of the role is to define and determine what the Personalisation roadmap will be for CEPG and the wider Bupa organisation, and how this roadmap translates into specific Personalisation capability and use cases that will increase commercial and customer KPIs. This role will be instrumental in developing business cases for investment asks to work with Martech Delivery Customer Engagement and GTM teams to deliver this roadmap and be responsible for communicating the outcomes and results delivered from all new capability & use cases. This role will work internally with Performance Measurement, Customer Engagement, Martech Delivery, Data within CEPG and Product, Channels, Marketing, Digital, Customer Strategy & CX, Accelerated Growth and broader Bupa stakeholders to partner and inspire an agenda of ‘where to play’ and a multi-year horizon outlook on the personalisation journey, working with external partners, industry and networks to form use cases and best practice approaches to influence the personalisation agenda within Bupa Health Insurance. What will my day involve? Keep abreast of best practice, industry benchmarks and finger on the pulse of Personalisation agendas within the Australian and Overseas markets. Share insights and learnings with peer group within CEPG and broader to influence and inspire Personalisation agenda at Bupa. Work with relevant stakeholders to create business cases to support Personalisation growth in line with multi-year roadmap, championing through the 3YP process to secure funding asks. Collaborate with leaders from Customer Engagement & GTM and Martech & Delivery to execute on the Personalisation agenda and build this into annual and 3YP process. Be the strategic lead & bring in external ‘thought’ leadership for all Generative AI experimentation and methodology orchestrated in CEPG. Create & lead the Personalisation working group across CEPG and Bupa that aligns and agrees on the Personalisation use cases that will shift the dial on Commercial KPI. What will I bring? Tertiary qualifications in business, marketing, strategy, or related discipline, 5 years of experience in equivalent senior roles. Strategic thinker with a growth mindset, strong commercial acumen, this candidate will have a deep understanding and passion for customer, customer behaviour, market dynamics, and personalisation at a macro and micro customer level. Experience in developing Personalisation use cases in Health Insurance and/or other service industries. Demonstrated strong interpersonal and communication skills and the ability to communicate complex ideas clearly (spoken and written) and influence stakeholders. Experience in successfully partnering across functions in the development and implementation of strategies to deliver commercial outcomes within complex, matrix organisations. Thrive in an autonomous role as a strategic problem solver and decision maker while also being able to engage in operational detail as required. Able to work across simultaneous assignments efficiently, accurately and at pace. Understand core business processes and associated technical solutions. Ability to work collaboratively and effectively influence a diverse range of stakeholders including senior leaders, channel owners, key contributors and customer facing team leaders. What’s in it for you We reward our people and celebrate their success. From providing initiatives that develop careers to looking after our people’s health, wellbeing and futures. Through the Viva Healthier and Happier program, we’re providing 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. #J-18808-Ljbffr