At a Glance
- Tasks: Lead the development of impactful customer journeys and strategies for vulnerable customers.
- Company: AXA, a global leader in insurance and financial services.
- Benefits: Flexible work arrangements, competitive salary, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on continuous improvement and collaboration.
- Why this job: Make a real difference by enhancing customer experiences and supporting vulnerable individuals.
- Qualifications: Experience in customer experience roles and understanding of vulnerable customer needs.
The predicted salary is between 45000 - 55000 £ per year.
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.
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Customer Experience Manager employer: AXA Group
AXA is an exceptional employer, offering a supportive and dynamic work environment in Tunbridge Wells for nurses looking to make a meaningful impact. With a strong focus on employee growth, we provide comprehensive training, flexible working arrangements, and the opportunity to work from home, ensuring a healthy work-life balance. Join our dedicated health support team and enjoy the benefits of being part of a global leader in insurance, where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AXA Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AXA Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AXA Group:Your cover letter is your chance to shine! Tell us why you want to work at AXA Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AXA Group!
How to prepare for a job interview at AXA Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
