Chief Operating Officer – Global Individual Health

About the role

The COO for Global Individual Health (GIH) will lead the transformation of customer experience, scale operational capabilities and support rapid international growth. Reporting to the Chief Customer Officer, this senior leader will shape strategy and drive execution across operations, technology and service delivery.

Key responsibilities

• Build and execute a multi‑year vision for GIH’s customer experience and service proposition.
• Design and oversee systems, processes and people needed to support global operations.
• Manage daily business operations, improve efficiency and define clear accountabilities.
• Lead transformation initiatives across operations, technology and customer experience.
• Drive continuous improvement through automation, digital innovation and data‑driven decision making.

Required profile

• Significant experience leading large, global, matrixed teams.
• Proven track record of owning and enhancing end‑to‑end customer experience.
• Strong financial and commercial acumen with experience balancing customer experience, operational excellence and business performance.
• Educated to MBA or degree level preferred.

Required competencies

• Global mindset and cultural sensitivity.
• Executive presence with ability to influence senior stakeholders.
• Strategic thinking combined with strong analytical and decision‑making skills.
• Leadership in transformation, innovation and continuous improvement.