Job Description:
NPS Product Owner
Salary: Competitive salary
Contract type: 12 months Fixed Term Contract
Shift pattern: Full-time – 37.5 hours per week
Location : Nationwide/Hybrid working
Closing date: 22/12/2025
We make health happen
Working in our UK support functions you’ll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you’ll have an opportunity to do work that matters. Making a difference to the lives of our customers each and every day.
Role Overview
The Customer and Continuous Improvement team is a central part to Bupa’s Transformation agenda. Covering Behavioural Insight, Customer Insight, Continuous Improvement and Employee Engagement, the team drives Bupa’s strategy to be obsessed by our customer’s experience and drive an agile culture.
Reporting to the Head of Customer Intelligence, the NPS Product Owner role is responsible for the identification and facilitation of improvement of the NPS platform for Bupa across all business units (excluding Bupa Global) ensuring relevant, timely and actionable customer insights are available to drive improved customer experiences. The role is responsible for developing and managing the day-to-day relationship with Bupa’s NPS system provider and is a key communication point between Bupa and the NPS Platform Provider/Agency.
How you’ll help us make health happen:
1. Be the first point of call to the Customer Intelligence team and business stakeholders for any system issues and escalate to Platform Provider as required.
2. Support the analysis and root-cause discovery of any survey process related issues, working with business stakeholders, Research Managers, Database teams (internal & external) and NPS Platform vendor.
3. Ensure end-to-end survey processes are documented and maintained.
4. Ensure all process failure points are identified and controls put in place.
5. Provide proactive survey health status reports and communicate output with relevant stakeholders.
6. Responsible for running a monthly Operating Rhythm that includes Status, backlog and activity updates and usage statistics.
7. Develop a training roadmap to increase Bupa’s skill set with the NPS platform to in-source relevant activities.
8. Work closely with the NPS business leads across the business – resolving business as usual activities requirements and understanding continuous improvement priorities
9. effectively prioritise and manage backlog improvement items and deliver additional value through new NPS Platform capabilities coming and awareness of key trends in the NPS community
10. Develop a library resource of ‘stories’ to demonstrate the benefits of the NPS Platform and specific capabilities.
11. Working with the Research Managers, deliver specific NPS initiatives such as the establishment of new survey programmes, transition of existing programs on to the NPS Platform or closing of a survey programme no longer supported.
Key Skills / Qualifications Needed For This Role
12. Experience and proficiency working with Net Promoter systems
13. Ability to manage relationships with external suppliers.
14. Qualification in a business-related discipline preferred
15. Experience in identifying, quantifying, articulating and prioritising business improvement opportunities. (Project / Programme or Lean / Six Sigma certification desirable)
16. A customer mindset, demonstrating achievement at delivering customer outcomes in a quantifiable way.
17. Demonstrated skills in continuous learning, flexibility, customer focus and commitment to quality outcomes.
18. Clear thinker with the ability to connect pieces of work from across the business
19. Demonstrated data and analytical expertise and the ability to convey key insights into clear business activity and outcomes
20. Extensive experience in building 360-degree stakeholder relationships, including with Senior Management.
21. Excellent written and oral communication and presentation skills, with the ability to tailor messaging to the stakeholder and Business Unit, narrate a story together out of disparate data and information sources.
22. Ability to effectively communicate and present at all levels from executive to the front line
23. In-depth and up-to-date knowledge of various customer-led process improvement tools and methodologies
24. Proven ability to work independently and in a cross-functional team environment
Benefits
Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health – from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.
Joining Bupa in this role you will receive the following benefits and more:
25. 25 days holiday, increasing through length of service, with option to buy or sell
26. Bupa health insurance as a benefit in kind
27. An enhanced pension plan and life insurance
28. Onsite gyms or local discounts where no onsite gym available
29. Various other benefits and online discounts
Why Bupa?
We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.