Senior Associate – Voice of Customer (Pipeline)
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Bupa Arabia seeks a Senior Associate – Voice of Customer to lead customer experience strategy, manage NPS programs, and drive insights through data analytics. The role requires expertise in CX frameworks, data visualization, and process improvement.
Key Skills for This Role
Responsibilities
- Lead cross functional teams to establish a comprehensive customer experience strategy
- Oversee execution of customer experience metrics framework and generate actionable insights
- Conduct customer journey mapping, process mining, and design thinking exercises
- Develop and maintain insightful dashboards and data visualizations
- Monitor and improve NPS program across Bupa Arabia
- Identify Kaizen projects to improve third party administration customer experience
- Leverage advanced analytical techniques like predictive modeling and text mining
Requirements
- Bachelor's degree in industrial engineering or related field
- Experience developing customer lifecycle and customer journey maps
- Demonstrated expertise in data analytics, reporting, and visualization tools (e.g., Tableau, Power BI, Python, R)
- In depth knowledge of customer experience frameworks, journey mapping, design thinking, process optimization
- Deep understanding of insurance or healthcare industry, particularly third party administration
- Certified in Lean, Six Sigma, Agile, Design Thinking, or PMP is highly desirable
Full Job Posting
Customer Experience Strategy and Optimization
- Lead cross functional teams and collaborate with VOC and TPA Sr. Executive Managers to establish a comprehensive customer experience strategy.
- Oversee the execution of a robust customer experience metrics framework, incorporating industry KPIs, performance indicators, and analytics.
- Conduct in depth customer journey mapping, process mining, and design thinking exercises to identify pain points and opportunities.
- Develop and maintain insightful dashboards and data visualizations to enable data driven decision making.
- Serve as a subject matter expert and customer advocate, ensuring the voice of the customer is presented.
Voice of the Customer
- Present Customer Experience results and findings at various stakeholder forums.
- Monitor and improve the NPS program across Bupa Arabia by managing NPS score, goals, communication, training, and action plans.
- Monitor service satisfaction for TPA members using customer heartbeat project.
- Develop and maintain a customer feedback and engagement program including surveys, focus groups, and analytics.
- Establish a knowledge repository and best practices framework to share customer experience learnings.
Operational Excellence
- Identify Kaizen projects to improve TPA CX.
- Generate insights and actions from CX measurements (NPS, Surveys, etc).
- Conduct analysis to drive insights with Analytics teams.
- Support line management with analysing root causes of deviation and implementing improvements.
- Engage with business lines and project teams to develop business readiness plans.
- Communicate and present findings, plans, status and outcomes at operational levels.
Data Mining
- Leverage advanced analytical techniques such as predictive modeling, text mining, and customer segmentation.
- Provide actionable insights to improve customer experience.
- Hands on experience with Data Cleansing, SQL, Excel and Tableau.
- Participate in cross functional projects to create and maintain standardized data, dashboard development and automation.
Skills
- Bachelor's degree in industrial engineering, or a related field.
- Experience developing customer lifecycle, customer journey maps.
- Demonstrated expertise in data analytics, reporting, and visualization tools (e.g., Tableau, Power BI, Python, R).
- In depth knowledge of customer experiences frameworks, journey mapping, design thinking, process optimization.
- Deep understanding of the insurance or healthcare industry, particularly third party administration.
- Certified in Lean, Six Sigma, Agile, Design Thinking, or other process improvement and PMP is highly desirable.
- Experience in leveraging emerging technologies (e.g., AI, machine learning, natural language processing) to enhance customer experience is a significant advantage.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Bupa Arabia
Tamheer / COOP - Trade Marketing
Riyadh, KSA
Bupa Arabia is looking for a Tamheer/COOP trainee in Trade Marketing to support the design and execution of marketing plans, events, and campaigns. The role involves assisting with marketing materials, coordinating with
Manager - Onsite Claims Management
Riyadh, KSA
Bupa Arabia is hiring an Onsite Claims Manager to adjudicate inpatient medical claims at hospitals in Riyadh. The role requires reviewing claims for medical and commercial appropriateness, ensuring quality and fraud dete
Senior Associate - SME Account Management
Riyadh, KSA
Bupa Arabia seeks a Senior Associate to sell insurance products to retail customers, manage leads, and ensure high customer satisfaction. Requires strong sales skills, fluency in Arabic and English, and ability to work u
Manager - Data Engineering
Jiddah, KSA
Bupa Arabia seeks a Manager - Data Engineering to design and implement robust data ingestion pipelines, enable SAS Viya Fraud, Waste, and Abuse (FWA) data models, and optimize large-scale data workloads in Google BigQuer
Tamheer - IT Security
Jiddah, KSA
Bupa Arabia is seeking an IT Security Trainee to support the Information Security team in monitoring, maintaining, and improving security controls. The trainee will gain hands-on exposure to security monitoring, vulnerab
Manager - SME Pricing
Jiddah, KSA
Bupa Arabia seeks a Manager for SME Pricing to lead pricing and underwriting for the SME portfolio. The role involves executing pricing strategies, monitoring performance, developing new products, and driving automation.
Consultant – Ophthalmology
Riyadh, KSA
Bupa Arabia is seeking a Consultant in Ophthalmology to provide expert clinical care in diagnosing and treating eye disorders. The role involves comprehensive assessments, treatment planning, and collaboration with a mul
Tamheer – Pharmacist
Jiddah, KSA
Bupa Arabia is seeking a Pharmacist for a Tamheer (training) program to support patient service lines, track pharmacy programs, and process medication requests. The role requires a Bachelor's degree in Pharmacy and offer
Tamheer / COOP - Trade Marketing
Riyadh, KSA
Manager - Onsite Claims Management
Riyadh, KSA
Senior Associate - SME Account Management
Riyadh, KSA
Manager - Data Engineering
Jiddah, KSA
Tamheer - IT Security
Jiddah, KSA
Manager - SME Pricing
Jiddah, KSA
Consultant – Ophthalmology
Riyadh, KSA
Tamheer – Pharmacist
Jiddah, KSA