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Customer Experience Manager
manager · Consulting
Job Description
About AXA:
AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.
AXA Global Healthcare offers global healthcare support and protection to individuals and businesses in more than 200 countries, building on over 55 years of experience through its international hubs.
Job overview:
We're excited to offer a 9-month full-time fixed term contract as a Customer Experience Manager with AXA Global Healthcare in Tunbridge Wells. If you're passionate about crafting impactful customer journeys, this is your chance to lead the development and execution of a strategic CX vision. Working alongside the CX and Insight Lead, you'll drive initiatives to ensure a seamless, consistent experience across all touchpoints. As the voice of the customer, you'll champion continuous improvement and deliver positive outcomes, aligning with our Consumer Duty commitments—especially for vulnerable customers. If you're an experienced CX professional with a strong understanding of vulnerable customer needs and a passion for creating exceptional experiences, we’d love to hear from you!
Key responsibilities:
- Lead the development and execution of CX and Vulnerable Customer strategies, leveraging expertise in customer experience design and strategic planning.
- Collaborate with stakeholders to conduct process mapping and gap analysis of customer journeys, identifying pain points and opportunities for enhancement.
- Partner with Insight, Operations, Marketing and Complaints teams to implement projects that improve the overall customer experience, with a focus on digital touchpoints.
- Chair the Vulnerable Customer Forum, ensuring stakeholder engagement and successful delivery of initiatives within scope, timeline, and budget.
- Work with Compliance to review and update policies, embedding the needs of vulnerable customers into strategic frameworks.
- Serve as a customer experience strategist and advocate, ensuring that the needs of vulnerable customers are integrated into project design and decision-making.
- Utilise root cause analysis of complaints and feedback to identify systemic gaps, driving continuous CX improvements and issue resolution.
Work arrangements:
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. This 9-month fixed term contract is based in our Tunbridge Wells office where you'll work at least two days a week (40%) away from home, moving to three days a week (60%) from the 1st December 2026. Away from home means attending the office, visiting clients or attending industry events.
We know that some candidates may be discouraged from applying if they don't meet every requirement. If you’re excited by this job and the prospect of working at AXA but you’re not sure you tick every box, we’d still encourage you to apply.
Your skills & experience:
- Proven experience in a Customer Experience role, with expertise in gathering insights, process mapping, and making data-driven recommendations.
- Skilled in leading stakeholder workshops to map customer journeys, identifying pain points and opportunities for improvements.
- Deep understanding of Vulnerable Customer requirements and developing strategies to prioritise their needs throughout the customer journey.
- Knowledge of Consumer Duty requirements within financial services, focusing on evaluating the organisation’s actions and controls to meet standards.
- Knowledge of Customer Experience best practice and metrics (e.g. NPS, CSAT).
- Ability to interpret customer feedback, surveys, and complaints to inform continuous improvement initiatives.
- Effective at translating insights into actionable strategies, ensuring customer-centric improvements are implemented.
- Excellent communication, storytelling, and relationship-building skills to engage stakeholders and secure buy-in for Customer Experience initiatives with good business awareness and organisational skills to manage multiple initiatives and deadlines efficiently.
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.
How to apply:
To apply, click on the ‘apply now’ 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 Bessie.norris@axa-uk.co.uk.
We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.
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