Job Description:
Customer Communications Transformation Lead
Location: Brighton
Full Time
FTC – 12 months
Hybrid – 2 days a week in the office
35 hours
Salary: from £53,900 - £70,800 depending on experience
We make health happen
At Bupa, our purpose is simple: helping people live longer, healthier, happier lives and making a better world. As a healthcare insurer and provider, we're focused on improving health and wellbeing for our customers, people and communities.
As our Customer Communications Transformation Lead, you'll lead the evolution of customer and operational communications across multiple channels, making sure every interaction is clear, simple and customer focused. You'll help modernise how we communicate while maintaining high standards of compliance, consistency and customer experience. Working closely with teams across Marketing, Customer Experience, Operations, Technology and Compliance, you'll help create communications that support customers at every stage of their journey.
This is a unique opportunity to influence a global transformation programme, build new ways of working, and make a lasting impact on both customer experience and business performance.
Key Responsibilities
As a Customer Communications Transformation Lead, you'll:
- Lead and deliver the customer communications strategy for a large-scale transformation programme.
- Review and assess existing customer communications, including email, SMS, letters and digital journeys.
- Create frameworks to simplify, improve, develop and retire communications where needed.
- Build and manage a communications roadmap aligned to key programme milestones.
- Develop prioritisation approaches based on customer impact, business value and regulatory requirements.
- Lead multi-channel communication planning across customer relationship management (CRM), digital, print and service communications.
- Manage, coach and develop a high-performing communications team.
- Partner with stakeholders across Technology, Product, Marketing, Customer Experience, Compliance and Operations.
- Define and improve customer communication journeys using customer insight and performance data.
- Implement governance processes that support compliance, quality and consistency.
- Monitor communication effectiveness through key performance indicators and reporting.
- Identify opportunities to improve processes, customer outcomes and operational efficiency.
- Support regulatory and compliance requirements, including governance, audit and data protection obligations.
What We're Looking For
We're looking for an experienced communications leader who combines strategic thinking with hands-on delivery and enjoys working in a fast-changing environment.
Essential experience and skills:
- Significant experience leading customer communications strategy and delivery.
- Proven experience working within large business or digital transformation programmes.
- Strong experience managing customer communications across multiple channels.
- Experience overseeing and prioritising a complex portfolio of communication activity.
- Strong leadership skills with experience developing and managing teams.
- Excellent stakeholder management and influencing skills.
- A strong understanding of customer experience and marketing principles.
- Experience working within a regulated environment.
- Experience using CRM platforms or communication management tools, such as Sitecore Content Hub or Salesforce Marketing Cloud.
- Experience working within Agile environments, including sprint planning, backlog management and iterative delivery approaches.
Desirable:
- Experience within health insurance, financial services, utilities or other regulated sectors.
- Experience managing agencies and external suppliers.
- Knowledge of data-driven marketing, testing and optimisation techniques.
- Budget management experience.
Why Bupa?
Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, around the world, whether at home or when studying, living, travelling or working abroad.
Bupa Global has offices around the world including London and Brighton (UK), Dublin (Europe), Miami (USA), Dubai (UAE, in partnership with OIC), Egypt and Hong Kong (China) as well as regional offices in mainland China, Singapore, the Dominican Republic, Bolivia, Panama, Guatemala and Ecuador.
Time Type:
Full timeJob Area:
PR , Marketing & BrandLocations:
Victory House, BrightonSkills Required
- Significant experience leading customer communications strategy and delivery
- Experience working within large business or digital transformation programmes
- Experience managing customer communications across multiple channels
- Experience overseeing and prioritising a complex portfolio of communication activity
- Strong leadership skills with experience developing and managing teams
- Excellent stakeholder management and influencing skills
- Strong understanding of customer experience and marketing principles
- Experience working within a regulated environment
- Experience using CRM platforms or communication management tools, such as Sitecore Content Hub or Salesforce Marketing Cloud
- Experience working within Agile environments, including sprint planning, backlog management, and iterative delivery
- Experience within health insurance, financial services, utilities, or other regulated sectors
- Experience managing agencies and external suppliers
- Knowledge of data-driven marketing, testing, and optimisation techniques
- Budget management experience
Bupa Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Bupa and has not been reviewed or approved by Bupa.
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Healthcare Strength — Health cover via the UK Health Trust, day‑one medical support for frontline roles, and dedicated women’s health initiatives indicate a robust, health‑centric package. Access to digital GP, nurse lines, and options such as dental and health cash plans further reinforce medical and preventive care breadth.
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Wellbeing & Lifestyle Benefits — Wellbeing programs span mental, physical, emotional, and financial support, with offerings like EAP access, gym discounts, and health assessments. Flexible work and wellbeing programs highlighted in some regions add to lifestyle value.
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Parental & Family Support — Policies include enhanced parental leave in certain UK business units and a family mental‑health support line. Options to extend medical coverage to dependants and family‑oriented allowances strengthen support beyond the individual.
Bupa Insights
What We Do
Bupa's purpose is helping people live longer, healthier, happier lives and making a better world. We are an international healthcare company serving over 38 million customers worldwide. With no shareholders, we reinvest profits into providing more and better healthcare for the benefit of current and future customers. We directly employ around 85,000 people, principally in the UK, Australia, Spain, Chile, Poland, New Zealand, Hong Kong SAR, Türkiye, Brazil, Mexico, the US, Middle East and Ireland. We also have associate businesses in Saudi Arabia and India. For more information, visit www.bupa.com
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