Senior Insights and NPS Consultant

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? Great opportunity to join Bupa on a 1-year Fixed term contract, this role is being offered as a fixed term contract to cover for parental leave. As a Senior Insights & NPS Consultant you will be responsible for the development, execution and communication of customer insight projects and the NPS system (powered by Medallia). In this role you will work within the Insights & NPS team that supports Bupa in achieving its strategic objective of becoming the most customer-centric healthcare company in the world. This work includes acting as a customer transformation agent of change with stakeholders and services, communicating the vision and execution path of the global transformation strategy. You will also support the development of new initiatives which look to deliver better customer experiences. This will require a strong insights knowledge and experience, but also an agile mindset and the ability to work at pace through an at times ambiguous and fast-changing environment. What will my day involve? Build stakeholder relationships and develop insights that articulate business clarity for customer action around key MicroMoments, highlighting customer pain points and opportunities to improve. Be the insights and NPS expert, providing input and updates on NPS trends, drivers, and analytics. Lead the end-to-end execution of customer insights projects by working with key stakeholders to identify the priority business questions to be answered. Conduct bespoke deep-dives and root cause analysis on the customer data, using tools such as the Medallia platform, text analytics tools, and quantitative modeling. Support the development of monthly performance reporting that is presented in the executive and board reporting suite. Lead the communication of insights across Bupa, championing our customer-led culture. Support the NPS System within Bupa (powered by Medallia), manage ad hoc survey programs, update dashboards, and maintain quality control of the presentation of NPS data. What will I bring? Strong experience in the below:Developing and executing customer insights projects. Translating customer insights into action. Facilitating the development of a more customer-centric culture within a business. Working with, or within, a research agency. Managing internal stakeholders and external suppliers. Analytical skills to derive insights from customer datasets and report in clear and impactful formats. In-depth understanding of research principles and best practices. Experience working with Medallia, or similar CX platform (desirable). 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