Customer Experience Manager

Description

At AXA Health, we’re AXA’s UK health and wellbeing specialists. We believe in Feelgood health, helping people be the best version of themselves, whatever that means to them. As a Customer Experience Manager in AXA Health’s Marketing Team, you’ll help develop our customer experience strategy. You’ll mix time spent in our Tunbridge Wells, Kent office with working from home. This is a permanent jobandwe’re happy to talk flexible working. We’re proud to be 24th Glassdoor Best Place to Work 2021 and one of the Times Top 50 Employers For Women 2021.

The Customer Experience Manager will commission and deliver improvements to customer experience, monitoring and optimising satisfaction levels. Use customer feedback and existing journey maps to review the end to end customer journey. Agree and develop customer experience standards with customer facing functions across the entire customer experience, establishing and agreeing the appropriate governance mechanisms and measures. Using these measures, you’ll partner with the business to ensure they’re accountable for delivery. Design and lead journey audits to help hold the business to account for delivering against these new standards, share best practice and help create fixes for customer pain points. Run customer focus groups to test out new ideas and work with the Senior Customer Experience Manager to help design future journeys. Work closely with our Research and Insights team to review and refresh our customer segmentation. Create, manage and publish a CX report for our Senior Leaders and provide a monthly update of all changes that affect the customer, in conjunction with a summary of key VoC insights and metrics, appropriate commentary and actions. Work with wider CX team to develop, contribute to and maintain a longer term CX Plan. Build business cases and idea captures, taking these through the approved governance processes and presenting to senior managers.

Qualifications

More about you

We’re looking for a customer centric thinkerwithproven experience in a Customer Experience role. Knowledge of customer experience approaches and methodologies. Exceptional communicator who can articulate strategy across all levels.

Additionally, we’re looking for • Experience of omni-channel environments useful but not essential • Outstanding stakeholder management and relationship building skills – both internally and externally • Strategic thinker who can develop strategic plans in collaboration with the Senior Customer Experience Manager • Ideation and concept development – experience of developing ideas into reasoned thinking, planning for variables and an evolving business environment • Able to manage multiple projects simultaneously and in a fast-paced environment with changing deadlines and objectives • Comfortable escalating issues as necessary • Able to work through conflict and build solutions that are approved by the necessary stakeholders • Able to learn about the range of insurance, health services and health partner products available from both AXA and the marketplace • Expert coach to other team members

What we offer

What we offer

When you join us, you’ll find an open environment, where everyone is encouraged to be true to themselves. We listen to one another and keep our minds open, so that we can challenge our perspective and grow our knowledge. We’re always ready to question the status quo, and stand up for what we believe in, because we want to make a difference to the lives of customers everywhere.

Salary c. £45 - £50k dependent on experience Annual bonus based on yours and business performance Generous contribution-based pension scheme (company pays up to 12%) 28 days holiday plus Bank Holidays Private medical cover Life assurance (10 x base salary pay-out) Special leave for emergencies, bereavements, family planning 3 Days Volunteering/Charity Days Access to AXA Doctor at Hand, an online virtual GP service with appointments by either video or phone call 24/7 mental wellbeing support (through Thrive app) Dedicated financial advice (through AXA-paid Nudge) Free LinkedIn Learning access Excellent AXA discounts (car insurance, house insurance)

At AXA, we’re proud to be committed to equal opportunities and welcome applications from all backgrounds. In order to apply, click ‘Apply Now’ and you’ll be able to upload your profile/CV from there. If you require an alternative method of applying, please send an email to jennifer.manuel@axa-uk.co.uk

About AXA

With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.

But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.

You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.

Every large company today talks about supporting diversity and inclusion. But at AXA UK, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference.

AXA Health is the UK healthcare specialist for the AXA Group.

Whatever our customers’ health goals, we help them get there. That could be getting someone physio for an injury that’s holding them back, or finding them the right specialist to take their treatment forward.

Our team are experts in their fields: from experienced cancer nurses to pioneering data analysts; from our highly respected customer service team to our wide-ranging in-house team of clinicians. We all work together to be the best we can be.