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Operations Insight Analyst - Bupa Global

Job Introduction

A highly technical analytics role, responsible for providing extensive operational insight from the Bupa Global core customer service and operational systems and transforming it into actionable information. The wider Operations Insight team use the data to gain meaningful operational, performance and customer insights and to identify operational risks. This is a critical feed to the operational leadership team and the senior Executive team, informing day to day operational and strategic decisions, short and long term planning and inputs into a number of Executive governance committees.

The role also involves providing ad-hoc root cause analysis to enable detailed analysis of the causes of customer complaints, identifying trends and areas for improvement to reduce complaints and providing comprehensive reporting for internal use and for external Regulatory purposes.

The Operations Insight and Analytics Team uses data to gain meaningful insight on operations performance, customer experience, and commercial experience insights. This role requires working in proximity with the is a high profile pipeline to the operational leadership team informing day to day operations and strategic decisions for change.

Role Responsibility

  • Working as part of an international team of SQL Engineers and Insight and Analytics Analysts.

  • Delivering MI and data analytics services for internal and external customers.

  • Developing and managing key stakeholder relationships to elevate the team’s position within the business.

  • Building strong relationships with other data analytics teams within throughout the business to build a network of like-minded data and insight owners/consumers.

  • Data-driven with a strategic mindset, who can break down large sets of requirements into actionable components

  • Develop and manage key stakeholder relationships to elevate the teams position within the business

  • Working closely with the long -term planning colleagues to ensure capacity models & plans are constantly updated with correct information based on insight and customer experience data.

  • Keenly applying commercial acumen to identify interesting insight and deliver high- quality actionable recommendations across operations functions.

  • Ensuring a continuous drive towards greater accuracy, efficiency and self-serve within the existing reporting schedule.

  • Providing regular / ad-hoc reporting across all stages of the customer journey and operational functions in an engaging manner.

  • To engage with the business e & coach global customer services functions to promote in best practices in analytics and insight to support use of Insight for continuous improvement and business change.

  • Working closely with key stakeholders to review and update insight needs to remain relevant and informative.

  • Providing analysis and insight for the wider business transformation and strategic initiatives as required

  • To ensure Customer Reporting and Insights are fully in scope, and remaining engaged relevant throughout the project lifecycle.

The Ideal Candidate

  • Demonstrable experience in a numerical, insight or analytics setting

OR

  • Relevant academic qualifications including university level degree

 

  • A range of technical experiences will be considered but with strong preference for the following: SQL, Access/Excel (inc VBA), Microsoft PowerBI, Tableau or other visualisation tools.

  • Data-driven with a strategic mindset, who can break down large sets of requirements into actionable components.

  • Ability to build strong relationships quickly, and quickly and can effectively and proactively manage expectations within rapport.

  • Demonstrated financial understanding and commercial awareness that brings data and insight to life.

  • A proven ability to demonstrate strategic awareness and the value of the teams’ work.

  • Demonstrated ability to identify business drivers and apply those drivers to effective project and business performance.

  • Demonstrated ability to design and develop business performance reporting on financial and non-financial data, providing clear and insightful information that builds a clear customer experience story and outlines recommendations for change and improvement and can drive results.

About the Company

We are a health insurer and provider. With no shareholders, our customers are our focus. We reinvest profits into providing more and better healthcare for the benefit of current and future customers.

Bupa’s purpose is longer, healthier, happier lives and making a better world.

Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve. You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives.

Bupa Global

Bupa Global is the international health insurance division of Bupa. We provide customers who want premium international coverage with products and services to access the healthcare they need anytime, anywhere in the world, whether at home or when studying, living, travelling or working abroad.

Bupa Global has offices around the world including London and Brighton (UK), Miami (USA), Copenhagen (Denmark), Dubai (UAE, in partnership with OIC), and Hong Kong (China) as well as regional offices in mainland China, Singapore, Egypt, Mexico, the Dominican Republic, Bolivia, Brazil, Panama, Guatemala and Ecuador.

Application process:

Timescales for reviewing applications will differ between regions, but you will always receive a response to your application. The recruitment process itself will vary per role and region, but you will be updated along the way via phone and email (so please look out for these!). To view what stage of the process your application is currently at, you can also log in and view your dashboard.

If you are invited to an interview, a member of the resourcing team will be able to advise you on what to expect. This will vary in region, but will likely include an initial phone or digital interview, followed by one or more of the following depending on the role: Core capability interview; Technical/function specific interview; Online profiling assessment; Presentation, written task, role play; Assessment centre.

If your application is successful and you’re invited to join the team, the resourcing team will guide you through your on boarding journey.

Should you require any reasonable adjustments to be made or facilities provided to enable you to attend an interview, please do not hesitate to contact us prior to the interview at bupaglobalcareers@bupa.com, so we can make adjustments accordingly.

 

Bupa

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