Senior Manager, Customer Strategy & Transformation Delivery

Job Description:

Senior Manager, Customer Strategy & Transformation Delivery

London

Full time & Hybrid

Permanent

Salary circa £95,000 & fantastic benefits package

The closing date for applications is Thursday 25th June, 2026.

We make health happen!

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, so everything we do is focused on our customers. 

 

We’re reimagining what great healthcare looks like—globally. Our Group Customer team sits at the heart of that transformation, shaping how we deliver meaningful, consistent and high-quality experiences for our customers across all our markets.  Specifically, the team drives the execution of our ambitious long-term customer strategy.

 

This is a rare opportunity to join a small, high-performing global team, partnering closely with senior leaders and driving real change at scale. You’ll play a pivotal role in enabling customer-led transformation—bringing insight, structure and innovation to how we improve experiences for millions of people worldwide.

How you'll help us make health happen

As our Senior Manager, Strategy and Transformation Delivery, you’ll play a key role in bringing our purpose to life. You’ll operate at the centre of our global customer transformation agenda—driving customer innovation, connecting strategy to execution, and supporting our market units to embed customer-centricity and drive measurable impact across all our geographies.

• Support the delivery of global customer strategy initiatives—articulating a clear global strategy and translating our ambition into clear, actionable plans

• Collaborate with market unit customer teams to ensure local strategies align with global priorities as well as promoting customer-centricity and sharing of best practices across our geographies.

• 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

Skills & Experience needed for this role

We’re looking for a 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 complex, global organisations

• Demonstrable experience delivering customer transformation programmes, not just setting strategy.  You’ll bring your 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 / Exec level and above), with the 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 challenge current thinking and formulate new practices.

• Proven strategic storytelling capability, with the ability to craft compelling narratives and translate complex analysis into clear, credible and engaging executive-level presentations.

• Experience leading programmes or large-scale projects to successful delivery, demonstrating ownership, pace and resilience

• Strong stakeholder management across geographies, with evidence of building trusted relationships in matrixed environments

• You’ll bring a natural curiosity and external outlook, with a proven ability to introduce fresh thinking and embed industry best practice into our business.

• You naturally take ownership and hold yourself accountable, working independently to deliver high-quality outcomes at pace

Time Type:

Full time

Job Area:

Strategy, Change & Transformation

Locations:

Angel Court, London