{"id":2895443,"url":"https://alion.io/job/bupa-customer-communications-transformation-lead","title":"Customer Communications Transformation Lead","company":{"id":1769945,"name":"Bupa","domain":"bupa.co.uk","url":"https://alion.io/company/bupa-co-uk","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":63,"ghost_share":0,"stale_share":0.841,"repost_share":0,"time_to_fill_p50_days":19,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brighton, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":53900,"max":70800,"currency":"GBP","period":"year","gross":null,"usd_annual":94217},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false}],"status":"live","first_seen_at":"2026-10-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-24T22:01:51Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Job Description:\nCustomer Communications Transformation Lead\nLocation: Brighton\nFull Time\nFTC - 12 months\nHybrid - 2 days a week in the office\n35 hours\nSalary: from £53,900 - £70,800 depending on experience\nWe make health happen\nAt 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.\nAs 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.\nThis 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.\nKey Responsibilities\nAs a Customer Communications Transformation Lead, you'll:\nLead and deliver the customer communications strategy for a large-scale transformation programme.\nReview and assess existing customer communications, including email, SMS, letters and digital journeys.\nCreate frameworks to simplify, improve, develop and retire communications where needed.\nBuild and manage a communications roadmap aligned to key programme milestones.\nDevelop prioritisation approaches based on customer impact, business value and regulatory requirements.\nLead multi-channel communication planning across customer relationship management (CRM), digital, print and service communications.\nManage, coach and develop a high-performing communications team.\nPartner with stakeholders across Technology, Product, Marketing, Customer Experience, Compliance and Operations.\nDefine and improve customer communication journeys using customer insight and performance data.\nImplement governance processes that support compliance, quality and consistency.\nMonitor communication effectiveness through key performance indicators and reporting.\nIdentify opportunities to improve processes, customer outcomes and operational efficiency.\nSupport regulatory and compliance requirements, including governance, audit and data protection obligations.\nWhat We're Looking For\nWe're looking for an experienced communications leader who combines strategic thinking with hands-on delivery and enjoys working in a fast-changing environment.\nEssential experience and skills:\nSignificant experience leading customer communications strategy and delivery.\nProven experience working within large business or digital transformation programmes.\nStrong experience managing customer communications across multiple channels.\nExperience overseeing and prioritising a complex portfolio of communication activity.\nStrong leadership skills with experience developing and managing teams.\nExcellent stakeholder management and influencing skills.\nA strong understanding of customer experience and marketing principles.\nExperience working within a regulated environment.\nExperience using CRM platforms or communication management tools, such as Sitecore Content Hub or Salesforce Marketing Cloud.\nExperience working within Agile environments, including sprint planning, backlog management and iterative delivery approaches.\nDesirable:\nExperience within health insurance, financial services, utilities or other regulated sectors.\nExperience managing agencies and external suppliers.\nKnowledge of data-driven marketing, testing and optimisation techniques.\nBudget management experience.\nWhy Bupa?\nBupa 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.\nBupa 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.\nTime Type:\nFull timeJob Area:\nPR , Marketing & BrandLocations:\nVictory House, Brighton","description_format":"text","description_chars":4507,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Hospitals & Health Systems","Health Insurance & Benefits"],"lifecycle":[{"event":"open","at":"2026-10-20T04:28:08Z"}],"visa":[],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":0.9,"age_days":12,"expected_fill_days":19,"reasons":["conf:7","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":{"stated_usd_annual":94217,"is_top_pay":false},"html_url":"https://alion.io/job/bupa-customer-communications-transformation-lead","json_url":"https://alion.io/job/bupa-customer-communications-transformation-lead.json","meta":{"generated_at":"2026-10-25T22:18:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31517,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1769945},"rest":"https://alion.io/mcp/rest/get_company?id=1769945"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbupa-customer-communications-transformation-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbupa-customer-communications-transformation-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbupa-customer-communications-transformation-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bupa-customer-communications-transformation-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbupa-customer-communications-transformation-lead"}]}