Job Description

Do you have an interest in Digital Customer Experience? If you're customer focused and able to analyse data to drive insights, this could be an excellent development opportunity for you. We're seeking someone creative to join our Digital Customer Experience team, to assist with continuous development of Direct Retail's Customer Experience (CX) capability end to end, from browsing through to claims.


You'll use your understanding of general insurance products to support the development and delivery of a roadmap, to improve customer experience and deliver good customer outcomes.


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, moving to the majority of your working week from September 2025. Away from home means either attendance at either our Middlesbrough or Redhill office locations, visiting clients or attending industry events.


We're also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

What you'll be doing:

Support our end-to-end CX for online sales, customer service and retention journeys, for Direct Retail and testing the experience to ensure it's the best it can be for customers before go live. Project and small change delivery to focus on improvements to the online sales, service, and retention journeys. Manage and support BAU and governance processes, including warranty, defect, and small change. Analyses digital performance against agreed goals to gain data driven insight and establish improvements to the online journey. Establish new or innovative approaches to improve online customer experience and learn from conversion optimisation insights. Build close and collaborative relationships with business stakeholders, internal and external, to ensure the successful development and implementation of digital initiatives. Contribute to the delivery of our operational plan and roadmap.

Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we're able to effectively manage interest. Therefore, if you're interested in joining us at AXA, please don't hesitate to apply.

What you'll bring:

Thorough understanding of general insurance products, with experience of personal lines business - essential. Customer focused and able to analyse data to drive insights. Able to create ideas and work with stakeholders to deliver - essential. Understanding of the digital landscape within financial services and insurance - past, present and future. Good understanding of agile, UAT testing, and customer experience principles. Highly commercially aware, ability to evaluate financial business cases and modelling. Able to prioritise based on commercial and customer benefits, see through to delivery and communicate results. Excellent relationship skills, strategic thinking and problem-solving capability.

Internal candidates are encouraged to apply for this role as a secondment opportunity through the internal careers site.


As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.


This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.

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 40,000 Discretionary company & performance-based bonus Contributory pension scheme (up to 12% employer contributions) Life Assurance (up to 10 x annual salary) 25 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 condition or disability and require 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 adistapletonberry@axa-uk.co.uk.


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Who we are:

AXA Retail helps people live the life they love, knowing we've got their back, at home and on the road. Our people are vital to us becoming more digital, faster and easier to access. We're a dynamic team of experts completely committed to making sure our customers 'get back to the good stuff' when the unexpected happens.