Director - Customer Experience Excellence

Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Bupa Arabia is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of the largest Healthcare insurance company in the region.

Reporting to Chief Operating Officer, the Director, Customer Experience Excellence is an integral member of the our senior leadership team. This Champion of the Customer Experience is responsible to elevate the Bupa Arabia customer experience to world class levels. Their responsibilities range from long term strategic planning to oversight of operational Excellence & delivery. The ideal candidate will work with the senior leadership team providing leadership in strategic thinking and creativity. They will possess an innate passion for innovation and problem solving regarding the customer experience.

• Enhance and strengthen Bupa Arabia overall relationship with our customers
• Cultivate people and best practices that deliver a progressively extraordinary customer experience
• Strategically lead meaningful continuous improvements in delivering a safe, smooth and excellent customer experience
• Embed successful change management projects throughout the operation & Service delivery
• Strengthen the current culture using methods that support Bupa Arabia growth strategy
• Assemble all necessary inputs from key stakeholders, develop a comprehensive and qualitative plan for customer experience strategies that built on analysis that include:
• Evaluation of current customer experience pain points, inefficiencies, and gaps
• Evaluation of the quality of our interactions with our customers
• The voice of the customer - including needs not met, points of frustration, disappointments, including operational challenges, roadblocks to the successful delivery of an exceptional customer experience
• Financial and benefit analysis where investment is required
• This scope includes both the human and empathetic elements of customer service delivery, such as quality of interactions, as well as the practical and operational elements like process efficiency at key customer journey touchpoints
• Develop plans to leverage a wide range of employees to support implementation and embody excellence in customer experience strategies
• Act as a business owner, lead and drive successful implementation of key customer experience initiatives, from beginning to end and ensure the implemented initiatives are set up to be properly sustained
• Lead the customer experience strategy through a strong business knowledge that balances operational realities with insight into customers’ needs
• Identify new tools and technologies to better serve the customer; provide required support for technology or marketing projects that focus on the airport customer experience
• Seek input, contribution, and alignment from key stakeholders from around the organization in the generation of new product ideas and proposals

• University degree in engineering, supply chain or equivalent experience
• Successful track record of operational leadership
• Ability to operate in highly complex environments
• Excellence in consumer-centric strategic
• Excellent interpersonal communication
• Strong and disciplined management skills
• Saudi National