Customer Experience Advisor

**Have you ever wanted a career with purpose?**

Every day, in every way, we bring real heart to work. It’s what drives us to deliver our refreshingly different commitment to supporting the people who make a real difference in enriching the lives of our society’s most vulnerable. That is why we are after a **Customer Experience Advisor**, on a permanent, full-time basis in Auckland. You’ll be part of an inclusive culture where you can make a difference while growing your career.

Delivering market-leading customer experience is critical to our ongoing success. Support our Senior Customer Experience Manager in developing the customer experience strategy, while driving our customer initiatives as a pro-active customer champion.

This role fosters the growth of our customer-centric approach across Bupa to ensure our existing and potential residents and their families have the best experience at every touch point, significantly impacting our overall business success.

**Where You’ll Make an Impact**:

- Support the customer experience team and help deliver the plan that provides an improved experience for existing and potential residents (including their families).
- Identify gaps and opportunities in the existing customer experience through collaboration and collection of data and insights from across the business.
- Support the CX team while working closely with the marketing team and key internal stakeholders to collect and provide meaningful insights, feedback, and action plans.
- Support CX training across Care Homes and Retirement Villages, working closely with stakeholders to support site level customer KPIs, including NPS.
- Be the ‘customer champion’ ensuring the customer is always at the heart of the discussion and use data, insights and the ‘voice of customer’ to implement positive change across the business.

**About You**:
You will be a proactive, empathetic person who enjoys building collaborative relationships, listening to feedback, and creating solutions and improvements to the overall customer experience. You will have the ability to effectively interpret insights from the business and develop meaningful action plans.
- Background in customer experience, customer service, or similar.
- Enjoy phone call interactions with residents, families, and managers to help find better ways to serve our customers.
- Ability to navigate calls with residents & families that want to see change, and taking on that feedback to identify improvements.
- Proven data analysis skills and ability to create meaningful customer insights.
- Understanding of Net Promoter Systems or Voice of Customer programmes.
- Comfortable communicating with our front-line Care Home Managers, and ability to speak with aged care residents to get first-hand customer feedback.
- Be proactive, creative, empathetic, enthusiastic, and motivated.

**Extra Reasons to Belong**:

- This role is an office and work-from-home hybrid role where you will be based at our Newmarket, Auckland support office.
- Fully subsidised Southern Cross health insurance to our eligible permanent NZ employees and a discount on insurance cover for eligible family members.
- Wellbeing discounts and advice, EAP counselling services, study support, and cultural leave.
- Paid parental leave - in addition to standard parental leave, Bupa offers 12 weeks of paid leave for primary carers and 2 weeks for secondary carers.
- Refer-a-friend programme of $750 - $2,000.
- Professional Development - in-house and external training and development.
- Industry-competitive remuneration and benefits, and internal reward and recognition programmes.
- No matter who you are or where you come from, we encourage you to ‘Be You at Bupa.’
- An accredited employer with Immigration NZ that values its diverse employees.
- Fruit, snacks, tea, and coffee.
- Through vision, passion, and sheer hard work, we’re now New Zealand’s largest aged care and dementia care provider. As one of New Zealand’s leading healthcare organisation we employ more than 4,000 people: we’re brave, caring, and responsible. All united by one purpose - helping people live longer, healthier, happier lives and making a better world._