Head of Customer Strategy and Transformation Delivery

Head of Customer Strategy and Transformation Delivery - London (Permanent, Full Time)

Salary around £110,000 per annum plus benefits. Working in office 1-2 times per week with hybrid & flexible options.

Closing date for applications: Thursday 25th June 2026.

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, ensuring 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

• Passion for creating great customer experiences and ability to lead change at a global level
• Extensive experience in strategy, consulting or customer focused roles
• Proven track record of delivering large scale transformation or business change
• Strong understanding of customer experience, ideally in healthcare or insurance
• Confidence working with senior stakeholders and influencing at executive level
• Excellent communication skills, with ability to explain complex ideas clearly
• Data led mindset, with experience using customer insights to drive improvements
• Strong relationship building skills across different teams, cultures and markets
• Ability to work independently while knowing when to seek input or support
• Degree or equivalent qualification

Benefits

• 25 days holiday, increasing with length of service, with 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

Job Details

• Time type: Full time
• Job area: Strategy, Change & Transformation
• Locations: Angel Court, London

EEO Statement

Bupa is a Level2 Disability Confidence Employer. We aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role and will provide reasonable adjustments as part of the recruitment process to those who need them.