Senior Associate Voice of Customer (Pipeline)📣 Job Ad

About the Role

Bupa Arabia is seeking a Senior Associate - Voice of Customer (Pipeline) to join its team in Jeddah. This full-time role is central to establishing and optimizing a comprehensive customer experience strategy. The Senior Associate will lead cross-functional teams, oversee customer experience metrics, and drive operational excellence through insights and improvement initiatives.

Customer Experience Strategy and Optimization

Key responsibilities in this area include:

• Leading cross-functional teams and collaborating with VOC and TPA Sr. Executive Managers to establish a comprehensive customer experience strategy.
• Overseeing the execution of a robust customer experience metrics framework, incorporating industry KPIs and analytics to generate actionable insights.
• Conducting in-depth customer journey mapping, process mining, and design thinking exercises to identify pain points and opportunities for enhancing the CX.
• Developing and maintaining insightful dashboards and data visualizations to enable data-driven decision-making.
• Serving as a subject matter expert and customer advocate, ensuring the voice of the customer is consistently represented.

Voice of the Customer Management

The role involves active management of customer feedback and satisfaction programs:

• Presenting Customer Experience results and findings to various stakeholder forums within the business.
• Monitoring and improving the NPS program across Bupa Arabia by managing scores, goals, communication, training, and driving action plans.
• Monitoring service satisfaction for TPA members using the customer heartbeat project and collaborating with relevant teams to ensure feedback is communicated and actioned by providers.
• Developing and maintaining a customer feedback and engagement program, including surveys, focus groups, and analytics.
• Establishing a knowledge repository and best practices framework to share customer experience learnings and foster a data-driven, customer-centric culture.

Operational Excellence and Data Mining

This position contributes to operational improvements and leverages advanced analytics:

• Identifying Kaizen projects to improve TPA customer experience.
• Generating insights and improvement initiatives from CX measurements such as NPS and surveys.
• Conducting analysis to drive insights in collaboration with Analytics teams.
• Supporting line management with analyzing root causes of deviations in day-to-day operations and implementing improvements.
• Leveraging advanced analytical techniques, including predictive modeling, text mining, and customer segmentation, to uncover patterns and inform personalized service delivery.
• Providing actionable insights with the goal of improving the customer experience.
• Participating in cross-functional projects to create and maintain standardized data, dashboard development, and automation.

Qualifications and Experience

Candidates for this position should meet the following requirements:

• 0-1 years of relevant experience.
• A deep understanding of the insurance or healthcare industry, particularly third-party administration, and the evolving customer needs within these sectors.

Work Environment

This is a full-time role based in Jeddah, offering an opportunity to contribute to customer experience excellence within a dynamic organization.