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Are you an expert in customer experience transformation coupled with excellent stakeholder/ customer management skills? We're recruiting for a Customer Experience and Outcomes Lead in our Commercial Customer Strategy and Outcomes team. Reporting to our Head of Customer Strategy and Outcomes, you'll be responsible for translating the high-level strategy into actionable customer experience and outcome delivery plans within AXA Commercial. You'll embed the UK&I customer playbook methods delivering a set of activities through a common set of frameworks, tools, capabilities and methods to drive a more customer centric culture within Commercial. You'll be defining and implementing the customer experience framework, defining the standards, principles and measurement for customer experience, and developing and delivering Commercial customer journey management approach across the business.
Working closely with the Head of Insight, you'll instil an 'insight to action' mindset across all customer reporting and align with key stakeholders across Commercial. Supported by robust research and insights, you'll help identify opportunities and inform process/product/technology improvements to be made, holding business owners accountable in improving customer experiences. You'll apply your CX capabilities to lead and influence new ways of workings, in the context of a rapidly changing environment and evolving customer needs. You'll build strong relationships with both internal stakeholders and external peers to ensure that the customer is at the forefront of business thinking.
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 your local office, moving to the majority of your working week from September 2025. Away from home means either attendance in our Bolton, Glasgow or Bristol office or visiting clients or attending industry events.
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