Overview
We're excited to offer a 12-month full-time FTC opportunity for a Customer Experience Manager to join the marketing team at AXA Global Healthcare in Tunbridge Wells. If you're passionate about creating impactful customer journeys, this is your chance to lead the development and execution of a strategic CX vision that truly makes a difference. Working closely with the CX and Insight Lead, you'll drive initiatives that ensure a smooth, consistent experience across all touchpoints. As the voice of the customer, you'll champion continuous improvement and deliver positive outcomes, all while ensuring our approach aligns with our commitments under Consumer Duty—especially for customers with vulnerable characteristics.
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 either attendance at one of our office locations, visiting clients or attending industry events. Flexible working arrangements can be discussed with Talent Acquisition.
What you'll be doing
* Lead the development and implementation of the Customer Experience (CX) and Vulnerable Customer (VC) strategies.
* Collaborate with stakeholders to map customer journeys, identifying pain points and areas for CX improvement.
* Work with Insight, Operations, and Complaints teams to launch CX and VC projects that create a seamless, positive experience across all touchpoints, especially enhancing digital customer interactions.
* Chair the Vulnerable Customer Forum, ensuring stakeholder engagement and successful delivery within scope, time, and budget.
* Partner with Compliance to update policies that prioritise the needs of vulnerable customers in everything we do.
* Act as a customer advocate across all strategic initiatives, ensuring their needs—including those with vulnerabilities—are central to project design.
* Use root cause analysis of customer complaints to identify opportunities for CX improvements and address key issues.
Qualifications
* Proven experience in a Customer Experience role.
* Skilled at leading workshops with stakeholders to map and improve customer journeys.
* In-depth understanding of Vulnerable Customer requirements.
* Excellent communication, influencing, and relationship-building skills.
* Sound presentation, storytelling, and data interpretation abilities.
* Good business and commercial awareness.
* Highly organised with effective time management.
* Knowledge of Consumer Duty requirements within financial services would be desirable.
Why AXA
Internal candidates are encouraged to apply for this role as a secondment opportunity through the internal careers site. You must be eligible and authorised to work in the United Kingdom.
Equal Opportunity & Compliance
AXA is an Equal Opportunities Employer and we are committed to promoting diversity and inclusion. We encourage applications from all backgrounds. AXA UK is recognised as a Disability Confident Leader and participates in the Disability Confident "Offer of Interview" scheme.
As part of the application, you may be asked to opt in to accessibility support. We provide access to our Accessibility Concierge if required. Screening and Conduct: as a regulated financial services company, successful candidates will be subject to pre-employment checks in line with PRA Insurance Conduct Standards and FCA Conduct Rules.
What we offer
* Competitive annual salary of up to £48,000 dependent on experience.
* Discretionary company & performance-based bonus.
* Contributory pension scheme (up to 12% employer contributions).
* Life Assurance (up to 10 x annual salary).
* Private medical cover.
* 28 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.
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