1 Organizational / culture fit

Question 1

Why do you want this Job

Answer 1

1st explantion - Context

Balancing trade offs of former positions

A, Case handler
- owning the details of individual complaints. But limited ability to specialise in any one area - generalist
B, Manager
have that generalist appreciation of what’s going on, but lack the time to really focus in on specific areas/projects with attention to detail.

C, RCA role allows for this combination
- Keep foot in the details, whilst communicating to managers wholistically through investigations
- Time in the role, i’ve seen this applied dynamically.

**ii - Career aspirations **-
A, big growth in UKI
B, group level Customer centricity focus
C, C+G at forefront of Good Outcomes
Consumer duty and being part of the heavy lifting of embedding and evidencing good outcomes for our customers

Question 2

Job will entail / expectations for roleNew card

Answer 2

1 Overall expectations?

 Making process improvements suggestions based on report and stakeholder communication
 Not necessarily embedding those solutions

2, Stakeholder management and communication

Steering groups

o May extend to fortnightly updates, to a more agile based approach where a more steady run of updates and troubleshooting is needed to align on problems.

Approach VS discovered

*Discovered (and then reach out)
*

 also discovering insights using our analysis of the data, getting live updates/signals on where issues during the analysis stage to align the approach and then reaching out to other teams with these trends.
 Dynamically approaching others to see if complaint root-cause data can aid any teams work

Approached

 Another team may specifically ask that we work on seeking improvements in there process

3, Report writing (DMAIC)

 Define and Measure stages of the method
o This firstly involves looking at the data and speaking with the relevant stakeholder to get an idea of what is causing issues. This stage is where you’ll pull data and reports using relevant data and MI, and organize and identify the areas that need more specific analysis.
 Analyse /sample the data
o After this has been established, a realistic sample is chosen from the presented data and a full analysis conducted. This involves looking into the specifics of individual cases, and identifying root-causes around behaviours, tools and systems that may be contributing to complaints.
 Proposal of solutions
o After the analysis has been completed, solutions will be proposed based on these findings, and will be presented back to the relevant stakeholders.
 Finally, the last stage is controlling/ the situation.
o This is where an effectiveness review will be completed to ensure that the solutions have been implemented, and that the effects of these changes are measured on a higher-level, accurate basis – for good or bad. This may involve a comparison of complaints to-date between two years i.e. 2023 to 2024 how many complaints corresponding to broken promises have we had.
New new answer

Question 3

How will you make our customers/our people love Bupa (Customer centricity)

Answer 3

1 Link it fundamentally to myself -

• Doing justice to my own vision/values. Love/passion I think entails a renewed daily commitment to doing this.
• The culture is of course important, but I like to emphasis what I can control – and hopefully as a side-effect, the business will be influenced.
• How can I ‘act’ to change the business – face fears, face discomfort for me to grow, disagree in the moment, sacrificing myself to the community etc – and if I’m growing, that will have an impact on what I can offer to the business

2 Internal people – Communication of competence

• on select issues, and challenging perspectives. This might mean disagreeing, showing gratitude/appreciation where its owed or being accountable for mistakes.

3 Customers - Issues on the ground

• Customers - Issues on the ground – individuals (with all there specifics and details) treated uniquely, and sacrifices made to augment that process.
• individuals (with all there specifics and details) treated uniquely, and sacrifices made to augment that process.

Question 4

What are some of the trickiest aspects of the role / least enjoy?

Answer 4

Pushing through friction of communicating with other teams (especially for discovered projects)

• One of the trickiest aspects so far, has been the process of reaching out to other teams to try and solicit insight on where solutions and effort might be best placed.

1)The need to push through friction here

2)Also seeing that solutions are either ‘not feasible’ or are already in progress.

3)I’ve also found that often proposed solutions have already been considered, and potentially veto’d within the relevant business areas.

Fix?

First pushing through friction AND show competency to build up TRUST.

Question 5

Most enjoy?

Answer 5

 Using my curiosity in a proactive, self-led manner this applies both to the work itself, and also the willingness to communicate with other areas of the business.
o i.e. linking a powerapp dashboard to something we could use in CR
o i.e. Linking a PHIN private network dashboard