Director of Customer Engagement

Job Description:

Director of Customer Engagement - FTC

London or Salford (but other UK locations considered with flexibility to travel as needed)

Hybrid
Fixed Term – initial 6 months with scope to make permanent for the right candidate
Full-time

Closing date: Wednesday 29th October 2025
 

We make health happen

At Bupa, we’re here to help people live longer, healthier, happier lives – and to make a better world. We’re a health insurer and provider with no shareholders, so our customers always come first. That means we invest in what matters most: our people, our services, and our purpose.

As Director of Customer Engagement, you’ll be at the heart of how we connect with our customers. You’ll lead the development and delivery of our customer engagement strategy, working across teams to create meaningful experiences that build loyalty and trust. From campaign execution to social media strategy, you’ll help shape how we talk to our customers and how they feel about Bupa – every step of the way.

Key Responsibilities

• Develop and deliver a customer engagement strategy that supports Bupa UKI’s goals and strengthens customer relationships.
• Collaborate across teams – including Customer Acquisition, Product Engagement, and Customer Insights – to create seamless and engaging customer journeys.
• Lead campaign planning and execution, using personalisation and segmentation to deliver relevant, impactful communications.
• Manage and optimise engagement initiatives, including loyalty programmes and broker campaigns.
• Oversee social media strategy, working with branding teams to create and schedule content that builds awareness and engagement.
• Drive continuous improvement, using feedback loops and data to enhance customer satisfaction and Net Promoter Score (NPS).
• Implement marketing technology solutions, including CRM and automation tools, to support engagement across all channels.
• Ensure compliance and manage risk, working closely with governance and risk teams.
• Lead and inspire a high-performing team, fostering a culture of collaboration, innovation, and accountability.

What We’re Looking For

We’re looking for someone who’s passionate about customer relationships and knows how to turn strategy into action. You’ll need:

• Proven experience in customer engagement strategy and campaign management.
• Strong leadership skills, with the ability to motivate and develop teams.
• A deep understanding of digital marketing, social media, and customer journey mapping.
• Experience with CRM systems and marketing automation tools.
• Excellent communication and stakeholder management skills.
• A collaborative mindset and the ability to work across teams and functions.
• A data-driven approach to decision-making and continuous improvement.

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’ll receive the following benefits and more:

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance for you and your family
• Enhanced pension scheme
• Target bonus of 25% based on individual and company performance
• Access to our Viva wellbeing programme
• Discounts on Bupa products and services
• Opportunities for career development and progression

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’re treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

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