Description
At AXA - Global Healthcare, we’re passionate about delivering an exceptional experience to our customers, so we’re looking for a Customer Experience Manager to join us to help make the one we currently provide even better. The successful applicant will join the CX and Insight team, within our growing marketing team, reporting to the CX and Insight Lead. As the Customer Experience Manager, you’ll work closely with your Insight colleagues and stakeholders across the business to ensure our customers enjoy a seamless experience across all touchpoints. By acting as their voice and representing them at all times, to all key stakeholders, you’ll drive continuous improvements, deliver positive outcomes and ensure our CX strategy aligns with our obligations under the Consumer Duty. At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least 40% of your week away from home, at our Tunbridge Wells office. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition. What you’ll be doing: Working within the CX and Insight Team, a small but mighty team of 4 who are passionate about optimizing the Customer Experience Leading the design and delivery of the Customer Experience (CX) & Vulnerable Customer (VC) strategies Working with stakeholders from across the business to map customer journeys which identify pain points and opportunities for CX improvements Chairing the Customer Experience & Vulnerable Customer Forums ensuring all stakeholders are engaged; managing successful delivery against scope, timescales and cost Acting as a customer advocate on all strategic initiatives and projects Working closely with Provider Management and actively participating in CX and Insight provider relationship management and requests for information and proposals (RFIs and RFPs) Responsible for keeping up to date with business movements and impacts to customer, by creating and keeping close relationships with key stakeholders around the business Ensuring quality standards and controls are put in place on delivery of initiatives, to ensure the stability of the impacted process We know that some candidates may be discouraged from applying if they don't meet every requirement. If you’re excited by this job and the prospect of working at AXA but you’re not sure you tick every box, we’d still encourage you to apply. What we’re looking for: Proven extensive experience in Customer Experience or Customer Success role Knowledge of customer experience best practices and metrics (e.g. NPS, CSAT) In-depth understanding of Consumer Duty and Vulnerable Customer requirements within the insurance industry Understanding of research techniques is desirable but not essential Strong communication, influencing and relationship management skills Strong presentation and storytelling skills Business / commercial acumen Strong data analysis & interpretation skills Strong organisational and time management skills Demonstrate the AXA values in every part of the role As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom. What We Offer At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive: Competitive annual salary of up to £45,000-£48,000 Annual company & performance-based bonus Contributory pension scheme (up to 12% employer contributions) Life Assurance (up to 10 x annual salary) 28 days annual leave plus Bank Holidays Opportunity to buy up to 5 extra days leave or sell up to 5 days leave AXA employee discounts Gym benefits To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term health condition or disability and require reasonable adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to
ruth.tennant@axa-uk.co.uk . Who we are: Proud to be part of the AXA Group, AXA – Global Healthcare specialise in supporting the healthcare needs of globally mobile citizens, around the world. From a routine medical checkup to a lengthy hospital stay, individuals and businesses have relied on the global support and protection we offer, for more than 55 years. Today, we support members living in more than 200 countries from our global hubs in the UK, Europe, Asia, India, USA and Middle East.
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At AXA - Global Healthcare, we’re passionate about delivering an exceptional experience to our customers, so we’re looking for a Customer Experience Manager to join us to help make the one we currently provide even better. The successful applicant will join the CX and Insight team, within our growing marketing team, reporting to the CX and Insight Lead. As the Customer Experience Manager, you’ll work closely with your Insight colleagues and stakeholders across the business to ensure our customers enjoy a seamless experience across all touchpoints. By acting as their voice and representing them at all times, to all key stakeholders, you’ll drive continuous improvements, deliver positive outcomes and ensure our CX strategy aligns with our obligations under the Consumer Duty. At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least 40% of your week away from home, at our Tunbridge Wells office. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition. What you’ll be doing: Working within the CX and Insight Team, a small but mighty team of 4 who are passionate about optimizing the Customer Experience Leading the design and delivery of the Customer Experience (CX) & Vulnerable Customer (VC) strategies Working with stakeholders from across the business to map customer journeys which identify pain points and opportunities for CX improvements Chairing the Customer Experience & Vulnerable Customer Forums ensuring all stakeholders are engaged; managing successful delivery against scope, timescales and cost Acting as a customer advocate on all strategic initiatives and projects Working closely with Provider Management and actively participating in CX and Insight provider relationship management and requests for information and proposals (RFIs and RFPs) Responsible for keeping up to date with business movements and impacts to customer, by creating and keeping close relationships with key stakeholders around the business Ensuring quality standards and controls are put in place on delivery of initiatives, to ensure the stability of the impacted process We know that some candidates may be discouraged from applying if they don't meet every requirement. If you’re excited by this job and the prospect of working at AXA but you’re not sure you tick every box, we’d still encourage you to apply. What we’re looking for: Proven extensive experience in Customer Experience or Customer Success role Knowledge of customer experience best practices and metrics (e.g. NPS, CSAT) In-depth understanding of Consumer Duty and Vulnerable Customer requirements within the insurance industry Understanding of research techniques is desirable but not essential Strong communication, influencing and relationship management skills Strong presentation and storytelling skills Business / commercial acumen Strong data analysis & interpretation skills Strong organisational and time management skills Demonstrate the AXA values in every part of the role As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom. What We Offer At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive: Competitive annual salary of up to £45,000-£48,000 Annual company & performance-based bonus Contributory pension scheme (up to 12% employer contributions) Life Assurance (up to 10 x annual salary) 28 days annual leave plus Bank Holidays Opportunity to buy up to 5 extra days leave or sell up to 5 days leave AXA employee discounts Gym benefits To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term health condition or disability and require reasonable adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to
ruth.tennant@axa-uk.co.uk . Who we are: Proud to be part of the AXA Group, AXA – Global Healthcare specialise in supporting the healthcare needs of globally mobile citizens, around the world. From a routine medical checkup to a lengthy hospital stay, individuals and businesses have relied on the global support and protection we offer, for more than 55 years. Today, we support members living in more than 200 countries from our global hubs in the UK, Europe, Asia, India, USA and Middle East.
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