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NOMINEES | EVERYDAY HERO<br />
NOMINEES | EVERYDAY HERO<br />
Marketing<br />
Natalie Gooding<br />
Alex Mitsopoulos<br />
We know one size doesn’t fit all when it comes to our<br />
customers. To help reach some of our customers better,<br />
Natalie Gooding and Alex Mitsopoulos have pioneered<br />
our presence on WeChat to help <strong>Bupa</strong> connect with<br />
Mandarin-speaking customers. WeChat is a social<br />
media platform that features instant messaging, voice<br />
and video calls, games, photo and video sharing, and<br />
e-commerce functionality. It is incredibly popular<br />
amongst Mandarin speaking people in Australia and all<br />
over the world.<br />
Natalie and Alex have overcome every legal hurdle<br />
and mitigated all risks under incredible time pressure,<br />
by working closely with relevant teams to ensure that<br />
<strong>Bupa</strong> remains compliant while securing a competitive<br />
edge as the only health insurer in Australia on WeChat.<br />
This means we are the only health insurer to connect<br />
directly in Mandarin with our new and prospective<br />
customers.<br />
In the next decade, we anticipate Chinese visitors<br />
will account for 43% of Australia’s arrival growth. Like<br />
most expats, our Mandarin speaking customers crave<br />
familiarity and often turn to their WeChat community<br />
for advice, local knowledge and guidance. Thanks to<br />
Natalie and Alex, <strong>Bupa</strong> is now in prime position to<br />
provide support to this customer segment.<br />
Health Experience<br />
Lisa Minchin<br />
When people think of Lisa Minchin the first words<br />
they share are ‘passionate’ and ‘authentic’. Since<br />
joining <strong>Bupa</strong> in 2013, Lisa has embraced and<br />
positively contributed to the culture within the<br />
Health Experience team and beyond. In her role<br />
as Executive Assistant to Paul Bates, Chief Medical<br />
Officer, Lisa is always available to help. However, her<br />
contribution to <strong>Bupa</strong> far exceeds the requirements of<br />
this role.<br />
Lisa is an exceptional example of someone who<br />
lives the <strong>Bupa</strong> values every day. She comes to work<br />
every day with energy, passion and commitment to<br />
<strong>Bupa</strong>, who we are and what we do. Always willing to<br />
help, she often takes on additional responsibilities in<br />
order to support other people in the team and the<br />
business more broadly.<br />
Lisa’s efficiency, organisation and her helpful nature<br />
makes her invaluable to the performance of the<br />
Health Experience team. She is extraordinarily<br />
responsive to people’s needs and frequently called<br />
upon to help team members navigate <strong>Bupa</strong> systems<br />
and processes.<br />
Perhaps even more important, although less<br />
tangible, is Lisa’s contribution to the smooth<br />
operations and wellbeing of the Health Experience<br />
team. She is outstanding at making people feel<br />
welcome, she greets everyone with a smile and<br />
ensures all people in the team feel included. Lisa<br />
makes everyone her concern and regularly checks in<br />
with people to see how they are going, making an<br />
extra effort to include people in social activities that<br />
support team morale and wellbeing.<br />
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