Verified Job
Work from home
Crew Lead
Work from home
#45200
Remote / WFH
Bupa
Job Description
Posted 11/06/2026 Job Number 62416 Work type Permanent - Full Time Posting End Date 02/07/2026
Where Purpose meets Possible!
At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.
We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we. We’re investing in more clinics, better systems and smarter, more connected ways to help our customers. As we continue to expand our services and invest in innovation, you’ll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before.
Here, your work has purpose, your voice matters and your future is full of possibility. Just imagine the impact you could make.
The Purpose of this job is…
As Crew Lead – Serve & Retain, you will define and deliver the product strategy for Bupa’s flagship digital platform, the MyBupa app, and lead the evolution of how millions of customers engage with us across their health journey.
This role sits at the heart of Bupa’s Connected Care strategy, with a key mandate to help shape and deliver the convergence of Bupa’s health and insurance experiences into a single, unified digital platform. This is a high-impact, high-visibility leadership role with the opportunity to deliver truly career-defining work at scale.
Reporting to the Director of Digital Transformation, this is a permanent fulltime position and can be based in Melbourne, Sydney or Brisbane, with hybrid working arrangements (a mix of working from home and in-office collaboration). You will lead a team of 12 direct reports, comprising Digital Product Leads, Digital Product Managers, and a Crew Delivery Lead, giving you end-to-end accountability for both product direction and execution at scale.
How will you make an impact?
As Crew Lead – Serve & Retain, you will play a pivotal role in shaping the future of Bupa’s digital experience by owning and evolving the MyBupa app which is the primary way millions of customers interact with us. You’ll be responsible for transforming how customers service, engage with, and manage their health and insurance in a seamless digital environment, driving meaningful improvements in customer experience, engagement and outcomes.
You will sit at the centre of one of Bupa’s most critical strategic priorities, which is bringing together health and insurance into a single, integrated digital experience. This role is not only about defining the product vision, but also about turning that vision into reality by leading a high-performing crew, aligning stakeholders across the organisation, and delivering measurable impact at scale.
Your key responsibilities include:
Owning the end-to-end product strategy, vision and roadmap for the MyBupa app and Serve & Retain domain
Driving measurable uplift in digital service outcomes, including increased self-service and improved customer experience
Increasing digital engagement and adoption across the platform, improving frequency and depth of customer interaction
Leading the evolution of health engagement capabilities within the app, connecting customers to Bupa’s broader health ecosystem
Shaping and delivering the convergence of Bupa’s health and insurance apps into a unified digital “super app”
Translating strategy into execution by leading roadmap delivery across sprints and quarterly planning cycles
Co-leading a large cross-functional crew (product, delivery, design and technology) to deliver outcomes at pace and scale
Influencing and aligning senior stakeholders across the business, balancing competing priorities and driving clear decisions
What you’ll need to make it possible
We’re looking for a highly capable and experienced digital product leader who has operated at scale and understands how to deliver meaningful customer and commercial outcomes in complex environments. You will bring a strong track record of owning large customer-facing products or platforms, with the ability to move seamlessly between strategic thinking and hands-on execution.
You will thrive in an enterprise environment, where navigating complexity, influencing stakeholders and leading through ambiguity are critical to success. Just as importantly, you will be a visible and compelling leader. Someone who can bring a clear product vision to life, energise teams, and confidently engage stakeholders at all levels to drive alignment and momentum.
Where Purpose meets Possible!
At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.
We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we. We’re investing in more clinics, better systems and smarter, more connected ways to help our customers. As we continue to expand our services and invest in innovation, you’ll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before.
Here, your work has purpose, your voice matters and your future is full of possibility. Just imagine the impact you could make.
The Purpose of this job is…
As Crew Lead – Serve & Retain, you will define and deliver the product strategy for Bupa’s flagship digital platform, the MyBupa app, and lead the evolution of how millions of customers engage with us across their health journey.
This role sits at the heart of Bupa’s Connected Care strategy, with a key mandate to help shape and deliver the convergence of Bupa’s health and insurance experiences into a single, unified digital platform. This is a high-impact, high-visibility leadership role with the opportunity to deliver truly career-defining work at scale.
Reporting to the Director of Digital Transformation, this is a permanent fulltime position and can be based in Melbourne, Sydney or Brisbane, with hybrid working arrangements (a mix of working from home and in-office collaboration). You will lead a team of 12 direct reports, comprising Digital Product Leads, Digital Product Managers, and a Crew Delivery Lead, giving you end-to-end accountability for both product direction and execution at scale.
How will you make an impact?
As Crew Lead – Serve & Retain, you will play a pivotal role in shaping the future of Bupa’s digital experience by owning and evolving the MyBupa app which is the primary way millions of customers interact with us. You’ll be responsible for transforming how customers service, engage with, and manage their health and insurance in a seamless digital environment, driving meaningful improvements in customer experience, engagement and outcomes.
You will sit at the centre of one of Bupa’s most critical strategic priorities, which is bringing together health and insurance into a single, integrated digital experience. This role is not only about defining the product vision, but also about turning that vision into reality by leading a high-performing crew, aligning stakeholders across the organisation, and delivering measurable impact at scale.
Your key responsibilities include:
Owning the end-to-end product strategy, vision and roadmap for the MyBupa app and Serve & Retain domain
Driving measurable uplift in digital service outcomes, including increased self-service and improved customer experience
Increasing digital engagement and adoption across the platform, improving frequency and depth of customer interaction
Leading the evolution of health engagement capabilities within the app, connecting customers to Bupa’s broader health ecosystem
Shaping and delivering the convergence of Bupa’s health and insurance apps into a unified digital “super app”
Translating strategy into execution by leading roadmap delivery across sprints and quarterly planning cycles
Co-leading a large cross-functional crew (product, delivery, design and technology) to deliver outcomes at pace and scale
Influencing and aligning senior stakeholders across the business, balancing competing priorities and driving clear decisions
What you’ll need to make it possible
We’re looking for a highly capable and experienced digital product leader who has operated at scale and understands how to deliver meaningful customer and commercial outcomes in complex environments. You will bring a strong track record of owning large customer-facing products or platforms, with the ability to move seamlessly between strategic thinking and hands-on execution.
You will thrive in an enterprise environment, where navigating complexity, influencing stakeholders and leading through ambiguity are critical to success. Just as importantly, you will be a visible and compelling leader. Someone who can bring a clear product vision to life, energise teams, and confidently engage stakeholders at all levels to drive alignment and momentum.
