Overview
Member Outcomes Specialist – 6 Month Secondment, AXA Health. Royal Tunbridge Wells, England, United Kingdom.
What you’ll be doing
* Ensure that member and colleague feedback and insight are used to drive change and improvements to member experiences and outcomes.
* Identify specific pain points in the member journey through root cause analysis and translate insight into tangible actions with measurable outcomes and operational improvements.
* Ensure timely and accurate completion of BAU complaints reporting and collaborate with Data teams to enhance reporting where possible.
* Support the wider business by effectively managing ad hoc data and insight requests.
* Plan, prioritise, and deliver initiatives.
* Be visible by engaging with the customer and colleague worlds, keeping an up-to-date view of the experience and building as a subject matter expert across channels.
* Build relationships with stakeholders and act as an advocate for the team.
* Support in facilitating workshops and managing follow-up activities.
What you’ll bring
* Ability to understand, interpret and communicate data to business stakeholders.
* Experience in business process mapping and continuous improvement methodologies.
* Awareness of complaints process and customer journey experience is preferred.
* Awareness of agile ways of working and ability to flex according to business needs.
* Strong relationship-building, problem-solving, and influencing skills.
* Ability to contribute to an environment that motivates collaboration as a team.
* Excellent time management, organisation, and planning skills with keen attention to detail.
* Strong MS Excel skills; experience with Power BI and other data tools is beneficial.
What we offer
* Competitive annual salary dependent on experience
* Annual company & performance-based bonus
* Contributory pension scheme (up to 12% employer contributions)
* Life Assurance (up to 10 x annual salary)
* Private health cover
* 25 days annual leave plus Bank Holidays
* Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
* Wellbeing services & resources
* AXA employee discounts
How to apply
To apply, click on the ‘apply for this job’ button, then log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate based on protected characteristics. If you require reasonable adjustments during the application or interview process, you can access AXA Accessibility Concierge. For support, email tanzeela.mehjabeen@axa-insurance.co.uk.
Who we are
At AXA Health, we help our members be the best version of themselves by providing access to health and wellbeing support. We’re transforming our business by developing easy, efficient, digital experiences for our customers. We’re a collective of specialists passionate about helping our members flourish, whether that’s individuals and families, small businesses or large corporates.
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