Customer Growth Programme Lead - FTC in London

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: You’ll lead the pivotal first phase of a Customer Growth programme, unlocking significant customer and commercial growth by enabling personalised experiences, driving cross-sell and retention, and building seamless experiences for our customers. This phase will develop and deliver measurable, tactical activities throughout 2026, align with the business areas activating the capabilities across their customer experiences, and support the technology requirements for development through. This role is a fixed-term contract ending 31 December 2026. Reporting into the Customer Director, you’ll provide vision and leadership, manage senior stakeholders across AXA UK’s Insurance and Health businesses, champion customer growth and ensure the programme delivers on its strategic objectives, on time and on budget.

Key responsibilities:

• Refine and implement AXA UK’s customer growth strategy, delivering measurable customer value and aligning with broader group objectives.
• Oversee four customer growth programme workstreams, including building out the cross sell and engagement communications programme, working with business stakeholders to inform technology capability requirements, demonstrating commercial value and embedding customer focus throughout the organisation.
• Develop approach to reporting on customer metrics, 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 programme steering committee, providing clear reporting on progress, risks, and decisions required.
• Primary contact point for AXA UK leadership, ensuring alignment, securing buy in, and navigating organisational complexity.
• Own and manage programme budget, ensuring effective allocation of resources and building the detailed business case for future investment phases.
• Lead and mentor the core programme team, fostering a collaborative, results oriented culture.
• Proactively identify and mitigate programme level risks and remove blockers to ensure team success.

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. You’ll regularly spend time in our London office. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

Your skills & experience:

• Hands on experience of developing a cross-sell programme across multiple business lines, working with multiple stakeholders is essential.
• Experience implementing a customer strategy, aligned with business goals, in a complex and matrix financial services organisation is required.
• Proven experience leading large-scale, complex business transformation programmes, ideally in a data, marketing, or customer strategy context.
• Demonstrable experience of having built out a comprehensive capability roadmap incorporating marketing technology (martech), data privacy barriers, and other barriers to overcome, ensuring effective and compliant cross-sell initiatives.
• Ability to drive initiatives that enhance customer value and experience, leveraging insights and data.
• Exceptional senior stakeholder management and influencing skills, with the ability to unite different business units behind a common goal.
• Commercial acumen, with experience building and defending multi million pound business cases.
• Inspirational leadership skills with a track record of building and managing high performing teams.

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