About AXA:
AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.
AXA Global Healthcare offers global healthcare support and protection to individuals and businesses in more than 200 countries, building on over 55 years of experience through its international hubs.
Job overview:
AXA Global Healthcare are looking for an Agile Business Analyst to join our dynamic Transformation function and undertake Business Analysis dedicated to our Digital Member Experience product squad. The Agile BA will act as a bridge between members, business stakeholders and development teams ensuring that requirements are clearly defined, prioritised, and delivered in alignment with agile principles. Your expertise will help us streamline processes, optimise product features, and enhance member experience. We’re looking for an Agile Business Analyst who has Digital delivery experience (apps).
Key responsibilities:
* Collaborate within the squad and with business stakeholders (e.g. Customer Insight) to gather insights and translate member needs into clear, actionable requirements.
* Facilitate user story creation, in collaboration with the Product Owner and development team. Support sprint planning, ensuring customer-centric features are delivered effectively.
* Define and validate acceptance criteria focused on delivering value and improving the member experience.
* Work closely with UX/UI designers, developers, and QA teams to ensure features meet customer needs and usability standards.
* Conduct impact assessment to understand interventions required. Work in conjunction with the Product Owner and Product Manager to support the development of the Business Case and governance material for the product.
* Assist in tracking KPIs related to customer satisfaction, NPS, and other CX metrics. Promote a customer-first mindset within the team and advocate for continuous improvement based on user feedback.
* Ensure alignment of product features with regulatory and compliance requirements specific to AXA Global Healthcare.
Work arrangements:
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 two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office, visiting clients or attending industry events.
We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.
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.
Your skills & experience:
* Proven experience as a Business Analyst within a product team focused on customer experience, preferably in healthcare or insurance.
* Strong understanding of digital customer journeys, omnichannel engagement, and CX best practices.
* Experience of working to an Agile Framework (Scrum, SAFe, Kanban) and using Agile tools (Jira, DevOps, Monday.com).
* Knowledge of IT development lifecycles, data management theory and process design methods and strong experience of data analysis, governance and classification.
* Well-developed facilitation, communication, listening, coaching and documentation skills.
* Strong influencing skills and stakeholder management skills, ability to focus business users on defining outcomes.
* Ability to work at a conceptual level where business objectives and requirements may not be well defined.
* Experience working within a regulatory-controlled, risk focused environment such as Insurance or broader Financial Services (preferred) or other highly regulated sectors, (utilities, construction etc.)
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
How to apply:
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 condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge.
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