Responsible for leading the execution of the Product Roadmap. Includes:Working with Product Manager, Subject Matter Experts and key stakeholders, understand and define problem statements, customer needs, business objectives and what the team will consider Product success.Translating the Product Manager’s strategies into actionable tasks for development by drafting and refining user stories and, working with the Scrum Master, breaking initiatives into actionable chunks of value.Maximising efficiency and repeatability in the Design and Development processes by developing The Evolved Group’s product Design Library.Leading and participating in iterative design workshops with the Lead Designer, Product Manager, Developers and SME’s as user stories are brought to life.Serving as User Advocate within the Development Team and providing support and guidance around the execution of tasks to deliver against agreed User Stories.Managing the product backlog to help make sure that the team executes according to the Product Management Team’s strategic goals and priorities.

Responsible for the design and execution of Bupa’s multi-year Voice of People strategy, encompassing the overall operating model, survey design, technology and reporting solutionsEnsure the seamless integration of the programme into the global operating rhythm, while ensuring regulatory compliance requirements are metLead a global network team that embodies ‘Being one Bupa’ and enables a cultural shift in the way voice of people data is disseminated and used to create lasting engagement improvement Create effective relationships with internal and external stakeholders including senior executives, people business partners and suppliers Deliver the programme within agreed budgets, ensuring year-on-year value for money whilst maximising efficiency, quality and impact

Responsible for the design, development, and delivery of the Bupa Australia and New Zealand (ANZ) Net Promoter System enabling and supporting a cultural shift towards customer centricityPlayed an integral role in the development of a multi-tiered NPS system encompassing strategic, episodic and transactional measurement across the Health Insurance, Aged Care, Dental and Visa Medical businessesLed the development of bespoke learning and training materials, huddle frameworks, video content and promotional collateralRepresented the ANZ Market Unit on Bupa’s Global NPS board. Played a key role in the broader adoption of NPS and practices successfully implemented in Bupa ANZ across Bupa’s global businessPlayed a key role in the development of Bupa’s customer insights reporting, centered on powerful, compelling story-telling and an inherent action focus

Responsible for the design and delivery of a best-in-class Voice of Customer programme for Bupa Australia, incorporating survey design, technology and business KPI’sSet direction and standards for the management and dissemination of customer feedback in collaboration with key business stakeholdersDelivered customer insights to support and nurture a cultural shift towards greater customer centricity, process excellence and employee empowermentSupported and facilitated Customer Experience and feedback forums with senior leaders from across the Bupa Australia businessEnsured that customer feedback was consulted during key business decision making processes

Developed and implemented best-in-class mechanisms to capture accurate Voice of Customer feedback across 800-seat Sales and Service contact centresProvided insights, data and support to Continuous Improvement team to support the delivery of tangible benefits across all the businessResponsible for the dissemination of Voice of Customer feedback across the business through high-quality reporting, customer experience forums and focus groupsEmbedded Voice of Customer feedback into call centre activities including call standards, call monitoring, training and coaching.Engaged with Service, Sales, Marketing, Risk, Finance, HR and Operations teams to ensure cross-functional focus on customer outcomes and involvement in business priorities

Managed 120-seat inbound contact centre and provisioning team in support of electricity and gas new connections for the building industryResponsible for strategic planning, performance management, continuous process improvements, leadership, people development and customer service deliveryManaged the allocation of resources within the internal inbound, outbound and service teams to meet business objectives and ensure sales and service targets were achievedDesigned and executed the recruitment strategy with a focus on the attraction and retention of a diverse, capable staff group and the creation of a customer-centric cultureResponsible for driving profitability whilst managing staff engagement and capability

Responsible for the recruitment, onboarding and ongoing engagement of the inaugural SME Sales & Service TeamLed the development of team purpose and values focused around a differentiated customer experience and the development of related KPI’sManaged ongoing performance management, coaching and career development of team membersEnsured successful execution against all key deliverables, balancing profitability, productivity and people engagementManaged the department’s relationships with wider business including marketing segment managers and sales strategy teams