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Customer Experience Advisor

2 weeks ago

Newmarket, New Zealand Bupa Full time

**About the Role**

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 a 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.

This role is a 12-month Fixed Term contract, based in our Newmarket Head Office (flexible WFH / hybrid work environment).

**In this role you will**:

- 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, 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.
- Tertiary qualified with a background in customer experience, customer service, or similar.
- 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**:

- Hybrid work environment where you can have a work-life balance
- 12-month Fixed Term Contract role
- Refer-a-friend payment of $1,000 - $2,000
- Professional Development - in-house and external training and development.
- Accredited employer with Immigration NZ that values its diverse employees.
- Access to EAP counselling services, Wellbeing Program, and retail and health discounts.
- 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._