indeed
Head of Customer Experience
AXA UK
London, GBR
Hybrid
Discovered 4 days ago
Customer experience strategyCustomer journey designCustomer lifecycle managementCustomer insight and researchCX measurement frameworksCustomer-centric transformation
Free
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Customer experience strategyCustomer journey designCustomer lifecycle management
Role Overview
Own end-to-end customer experience strategy and journey improvement across AXA Retail and Commercial insurance businesses.
Lead customer journey design, CX frameworks and customer outcome improvements across the customer lifecycle.
Connect customer insight and journey delivery so feedback, operational insight and outcomes inform experience improvements.
Key Skills for This Role
Customer experience strategyCustomer journey designCustomer lifecycle managementCustomer insight and researchCX measurement frameworksCustomer-centric transformation
Full Job Posting
About AXA
AXA provides insurance and financial services, including health, car, home and business insurance.
AXA Commercial serves businesses, while AXA Retail provides home and car insurance and customer service.
Job Overview
Own end-to-end customer experience strategy and journey improvement across AXA Retail and Commercial insurance businesses.
Lead customer journey design, CX frameworks and customer outcome improvements across the customer lifecycle.
Connect customer insight and journey delivery so feedback, operational insight and outcomes inform experience improvements.
CX Strategy and Transformation
- Define and lead the enterprise CX vision, strategy and roadmap, translating customer ambition into measurable priorities and delivery.
- Embed customer centricity across the organisation and lead improvements that increase satisfaction, loyalty, retention and growth while reducing cost to serve.
- Influence senior leaders across Operations, Claims, Digital, Product and Pricing.
Measurement and Insight
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