Customer Director at AXA in London, England, GB

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 UK Support Functions look after our three customer-facing business units, providing the infrastructure and expertise to make sure we can be there for our customers.

Job overview:

As Customer Director, you’ll lead AXA UK’s end to end customer strategy, placing customers unequivocally at the heart of every decision we make. You’ll shape a compelling vision that drives sustainable growth through deeper engagement, increased retention and meaningful cross sell opportunities. Working across the organisation, you’ll break down silos to embed a truly customer centric culture, ensuring every touchpoint delivers value and builds long term loyalty.

Whilst you’ll be instrumental in shaping the direction of the customer strategy, the role involves influencing and collaborating with the business units to embed this approach. You’ll help to guide their efforts and build capabilities, frameworks and partnerships necessary to bring the strategy to life. As a senior leader, you’ll align stakeholders around a shared ambition, translate insight into action and ensure delivery at pace and scale. Ultimately, you’ll play a pivotal role in transforming how we understand, serve and grow our customer base across the UK.

Key responsibilities:

• Continued refinement and implementation of AXA UK’s customer growth strategy, delivering measurable customer value and aligning with broader group objectives.
• Oversee customer growth programme workstreams, including working with technology on capability requirements, demonstrating commercial value, and building out the cross sell and engagement communications programme.
• Develop our approach to reporting on customer metrics across the business units and UK collectively, adopting a forensic approach to tracking performance and developing actions to address performance issues.
• Embed a customer focussed culture across the organisation, fostering a mindset centred on delivering customer value at all levels.
• Lead a small team of Accessibility experts to deliver impactful customer led change.
• Development of propositions for inclusive insurance for underserved segments.
• Manage a small Customer Experience team to identify customer pain points and work with business units to roll out opportunities.
• Form and embed a set of common frameworks, tools and methods to support individual business strategies.
• Work with Group and other AXA entities on sharing best practices and learnings.
• Define and build a robust and common set of customer metrics, influenced by European Market and Group strategic initiatives and best practice.

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. 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 attending the office, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

Your skills & experience:

• Experience implementing a customer strategy, aligned with business goals, in a complex and matrix financial services organisation is essential.
• Ability to drive initiatives that enhance customer value and experience, leveraging insights and data.
• Hands on experience developing a cross-sell programme across multiple business lines working with multiple stakeholders.
• Have built out a comprehensive capability roadmap that incorporates marketing technology (martech), data privacy (DP) barriers, and other barriers to overcome, ensuring effective and compliant cross-sell initiatives.
• Deep understanding of customer journey mapping, experience frameworks, and service design principles to enhance touchpoints and overall satisfaction.
• Outstanding stakeholder management skills, capable of translating complex inputs into actionable plans. Ability to build trusted relationships and influence senior stakeholders across AXA UK and Group.
• Knowledge of direct-to-customer (D2C) and intermediary markets in financial services, with expertise in UK general insurance and healthcare sectors would be beneficial.
• Hands on strategic experience of transforming segmented data into a single view of customer preferred. Understanding of the financial implications of customer initiatives, including return on investment (ROI), cost-benefit analysis, and budget management.
• Results-driven with a focus on enhancing customer centricity in large organisations.
• Proven project management and prioritisation expertise, capable of managing multiple initiatives, coordinating cross-functional teams, and delivering strategic projects on time and within scope.
• Proficient in consultation, commerciality, and business partnering, including marketing consultancies and agencies.

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

Please be aware that this position is a Certified Function role or Senior Management Function role under the SM&CR regime, which means the successful candidate will be subject to an enhanced level of background screening requirements.

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 jennifer.manuel@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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