Customer Experience Manager

At AXA - Global Healthcare, we're passionate about delivering an exceptional experience to our customers, so we're looking for a Customer Experience Manager to join us to help make the one we currently provide even better. The successful applicant will join the CX and Insight team, within our growing marketing team, reporting to the CX and Insight Lead. As the Customer Experience Manager, you'll work closely with your Insight colleagues and stakeholders across the business to ensure our customers enjoy a seamless experience across all touchpoints. By acting as their voice and representing them at all times, to all key stakeholders, you'll drive continuous improvements, deliver positive outcomes and ensure our CX strategy aligns with our obligations under the Consumer Duty. 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 our Tunbridge Wells office. We're also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition. What you'll be doing:

• Working within the CX and Insight Team, a small but mighty team of 4 who are passionate about optimizing the Customer Experience
• Leading the design and delivery of the Customer Experience (CX) & Vulnerable Customer (VC) strategies
• Working with stakeholders from across the business to map customer journeys which identify pain points and opportunities for CX improvements
• Chairing the Customer Experience & Vulnerable Customer Forums ensuring all stakeholders are engaged; managing successful delivery against scope, timescales and cost
• Acting as a customer advocate on all strategic initiatives and projects
• Working closely with Provider Management and actively participating in CX and Insight provider relationship management and requests for information and proposals (RFIs and RFPs)
• Responsible for keeping up to date with business movements and impacts to customer, by creating and keeping close relationships with key stakeholders around the business
• Ensuring quality standards and controls are put in place on delivery of initiatives, to ensure the stability of the impacted process, We acknowledge and appreciate the exceptional efforts of our people in protecting what matters most to our customers. In exchange we offer a series of core and supporting benefits designed to empower our people to thrive both professionally and personally., We believe in hiring people who possess the appropriate skills and values that align with our vision. Our selection process is fair and equitable, ensuring that all candidates have an equal opportunity to join us. We are dedicated to promoting diversity and inclusion, and we actively encourage applications from individuals of all backgrounds. As an Equal Opportunities Employer, we take pride in treating our employees and potential hires with respect and without discrimination based on any Protected Characteristics., AXA UK are recognised as a Disability Confident Leader. We actively encourage applications from people who face barriers in the workplace due to a disability or long-term health condition. We participate in the Disability Confident 'Offer of Interview' scheme. This means a fair and proportionate number of candidates with long-term health conditions or disabilities who meet the essential criteria of a job, will be offered an interview.
• You'll need to show you meet the essential criteria as detailed in the job advert or job description
• You don't need to share the details of your long term health condition or disability for your application to be considered under this scheme
As part of your application, you'll be asked if you would like to 'opt in'. To ensure ease of access, every job advert lists a responsible Talent Acquisition contact, who'll be able to connect you with our Accessibility Concierge if you require any support. Screening & Conduct As a regulated financial services company, all successful candidates will be subject to pre-employment checks. Additionally, adherence to the Prudential Regulation Authority's (PRA) Insurance Conduct Standards and the Financial Conduct Authority's (FCA) Conduct Rules will be required., This depends on the location of the role, and what works best for you and the interviewer. We'll give you all the information you need to prepare for whichever format's used for your interview.I'm struggling to connect to my online interview, what should I do? Don't worry, we know these things happen. Get in touch with the person who arranged your interview, or the Talent Acquisition contact. One of the team will be able to help get the interview started or re-arrange it for a different time.How do I get feedback on my interview? Whenever possible, we'll call and provide feedback by phone. Sometimes, we'll need to provide feedback by email.How can I prepare for my interview? We'll send a candidate preparation pack before the interview to help you prepare.


• Proven extensive experience in Customer Experience or Customer Success role
• Knowledge of customer experience best practices and metrics (e.g. NPS, CSAT)
• In-depth understanding of Consumer Duty and Vulnerable Customer requirements
• within the insurance industry
• Understanding of research techniques is desirable but not essential
• Strong communication, influencing and relationship management skills
• Strong presentation and storytelling skills
• Business / commercial acumen
• Strong Data analysis & interpretation skills
• Strong organisational and time management skills
• Demonstrate the AXA values in every part of the role
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

Proud to be part of the AXA Group, AXA - Global Healthcare specialise in supporting the healthcare needs of globally mobile citizens, around the world. From a routine medical checkup to a lengthy hospital stay, individuals and businesses have relied on the global support and protection we offer, for more than 55 years. Today, we support members living in more than 200 countries from our global hubs in the UK, Europe, Asia, India, USA and Middle East., At AXA we have a culture of trust, respect and care, where everyone belongs. We have an ambition to become one of the most inspiring companies to work for, as such we're committed to supporting employee needs, providing meaningful career development, and celebrating differences. We all have a role to play in ensuring a working environment in which everyone, regardless of who they are, can reach their true potential., At AXA we're committed to offering a fair and inclusive experience to all candidates. You're encouraged to report, in good faith, any concerns of behaviour or processes believed to be inappropriate, unethical, or illegal. Should you wish to report any concerns, you can do this through by sending an email to speak-up@axa.com, AXA's dedicated hotline. This service is managed by an independent investigation team. Please note that this email address is not for dealing with job or application related queries. Read more

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 £45,000-£48,000
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• 28 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, When will I hear back from you after my interview?
We aim to provide feedback as soon as the interview process allows. The time period will vary depending on the role.How do I discuss the package I've been offered for a role? You can discuss the package with your Talent Acquisition contact at offer stage.Yay! I've got the role, what's next? We'll carry out a number of background checks before you start. This is known as 'screening'.Do you do any background checks? Yes. All financial services companies, including AXA, are regulated by the Financial Conduct Authority (FCA). Being part of a regulated industry means we must check the background of all applicants before we confirm a job offer. Pre-employment screening is not just regulatory, it also gives us the confidence that our people are the right fit to protect what matters to customers, colleagues, and our business.
• Who is screened? Everyone, from first-jobbers to senior directors! Often, the higher up the career ladder you are, the more stringent the screening becomes.
• What is screened? Identity and address; qualifications; employment history; credit check; criminal record; directorships.
If you think anything may affect these checks, please tell us.What benefits or perks do you offer? At AXA, we appreciate the people who work for us and regularly review our rewards package to reflect that. The advert for the role you're interested in will detail what you can expect to receive, but you can see an overview of our benefits and perks on our Why Join Us page.Does AXA offer car allowance or a company car? This depends on the grade, role, and eligibility of the employee. Check the benefits listed on the ad for the role you're interested in or confirm with your recruitment contact.