At a Glance
- Tasks: Lead the customer experience strategy and improve journeys across AXA's Retail and Commercial sectors.
- Company: Join AXA, a global leader in insurance and financial services.
- Benefits: Flexible working arrangements, competitive salary, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on innovation and customer-centricity.
- Why this job: Make a real impact on customer satisfaction and loyalty while driving business success.
- Qualifications: Proven experience in customer experience strategy and leadership in complex organisations.
The predicted salary is between 60750 - 74250 £ 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 Commercial protects businesses, from multinationals to micro start-ups, giving them the confidence to thrive. AXA Retail helps people get back to the good stuff with quick, fuss-free home and car insurance and brilliant customer service.
Job overview: You’ll own end-to-end customer experience (CX) strategy and journey improvement activity across AXA’s Retail and Commercial insurance businesses, ensuring customer journeys are simple, effective, customer-led and aligned to drive commercial performance and customer expectations. You’ll lead customer journey design, CX frameworks and customer outcome improvement activity across end-to-end customer lifecycle, helping improve satisfaction, loyalty, efficiency and customer outcomes. Your role acts as a key link between customer insight and journey delivery, ensuring customer feedback, operational insight and customer outcomes are embedded into experience improvement activity.
Key responsibilities:
- Define and lead the enterprise CX vision, strategy and roadmap across Retail, Commercial, including Claims, translating AXA customer ambition into measurable priorities and delivery.
- Accountable for embedding customer centricity across the organisation (not just journeys).
- Support development of customer-first experiences aligned to customer needs and to drive profitable growth.
- Influence and mobilise senior leaders across Operations, claims, Digital, Product and Pricing.
- Identify and lead experience improvements that deliver measurable customer and commercial value, including improved customer outcomes, satisfaction and retention, increased growth and cross sell and reduced failure demand.
- Lead where AXA invests to improve CX based on customer value, commercial value and cost to serve and keeping AXA ahead of changing customer expectations, competitor experiences and emerging CX practices.
- Own and drive CX measurement framework including journey measures and translating them into action, service innovation and CX enhancement opportunities.
- Use AI, automation and digital capability to transform customer experiences and reduce friction/cost to serve.
- Leverage customer insight, feedback, research, complaints, behavioural and operational feedback to identify systemic opportunities.
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%) from December 2026. 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:
- Proven experience establishing and leading enterprise wide CX strategy and transformation, with the credibility to influence Executive and senior leadership teams and mobile matrix organisation behind the customer agenda.
- Leadership and development of high-performing customer experience teams.
- Deep understanding of customer journeys, lifecycle management and customer behaviour.
- Ability to reduce cost to serve and improve tNPS (Transactional Net Promoter Score).
- Experience leading customer-centric transformation and journey improvement initiatives.
- Hands on experience embedding customer-centricity within large, complex organisations. Able to understand operating within a highly regulated environment.
- Commercial acumen with a specific customer outcome focus.
- Analytical, strategic and problem-solving capability skills.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom. This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.
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.
Head of Customer Experience in London employer: AXA Group
AXA XL in London is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation within the insurance sector. Employees benefit from comprehensive professional development opportunities, competitive compensation, and a strong emphasis on work-life balance, making it an ideal environment for those looking to advance their careers in underwriting while enjoying the vibrant atmosphere of London.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in London
✨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 Head of Customer Experience in London
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.
