Digital Customer Journey Consultant

Job Description:

Digital Customer Journey Consultant

Salary: From £37,300 DOE  plus benefits

Contract type: Permanent  

Shift pattern: Full-time – 37.5 hours per week

Location : Hybrid / Manchester office based - 2 days in the office per week

We make health happen

Working in our UK support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.

Role Overview

The Digital Customer Journey Consultant role will be directly responsible for key strategic journeys across the website, working with multiple stakeholders, specialist teams and agencies to deliver best in class digital experiences for customers. The role involves the continuous optimisation of key landing pages and customer conversion journeys across bupa.co.uk, as well as the maintenance and alignment of journeys with business needs linked to risk, compliance and regulatory requirements. This is an opportunity to join a thriving, transformational digital commercial team in a company focused on really making a difference by improving people’s lives by engaging them with their health and providing easy access to great health products and services.    
      
         

How you’ll help us make health happen:

• Leading optimisation of key ecommerce journeys on bupa.co.uk that generate (£) millions in revenue per month. 

• Managing research, insights and performance challenges to drive improved conversion performance across our web journey portfolio  

• Taking ownership of the optimisation backlog for one or more online customer acquisition journeys relevant to customer journey optimisation alongside the rest of the team. 

• Ensuring the website is performing against sales targets by having a constant improvement plan shaped by data, research, insight and your own experience and knowledge.   

• Alongside the rest of the customer journey team, driving the planning and delivery of the overall journey optimisation programme for bupa.co.uk. This includes but isn’t limited to: research, web analytics, journey analysis, new content, website developments and AB/MV testing.  

• Communicating in an open, confident and honest manner with stakeholders at all levels within the business, including the regular communication of performance for key journeys online 

• Producing and following through briefs into the digital delivery team for key workflows. 

• Working closely with our analytics team to take a data led approach to optimisation, design and web development within your key customer journeys  

• Working with the development, UX and content teams to develop designs and copy for website updates to improve the customer journey and commercial performance.  

• Managing key marketing and operational stakeholders.   

Key Skills / Qualifications Needed For This Role

• At least 18 months experience of working in a digitally focused role. 

• Educated to degree level or equivalent. 

• Evidence of experience in website optimisation, testing or project management, including the development and progression of a working backlog.  

• Able to evidence identification of opportunities and implementation of change in previous work.  

• Exhibits an eye for detail and the ability to find key insights within data. Tenacious in problem solving to achieve desired results alongside experience in presenting data back to a variety of stakeholders 

• This role requires an enthusiastic, pro-active individual with a passion for digital and strong organisational skills to oversee a vital part of our digital activity. 

• Enjoys the challenge of applying creative thinking and data to customer web experience design.    

• Enjoys being part of an open, friendly team working towards common goals. 

• Good understanding of digital principles including web analytics, web development, UX design, analytics and SEO. 

• Experience using digital web analytics and testing platforms such as Adobe Analytics, Adobe Target and/or Google Analytics 

• Outstanding interpersonal, relationship building and collaborative skills with ability to manage challenging and senior stakeholders 

• Comfortable, confident and competent with data and analytics packages, able to create and analyse performance data. 

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits. 

Joining Bupa in this role you will receive the following benefits and more: 

• 25 days holiday, increasing through length of service, with option to buy or sell

• Bupa health insurance as a benefit in kind

• An enhanced pension plan and life insurance

• Onsite gyms or local discounts where no onsite gym available

• Various other benefits and online discounts

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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