Head of Customer Insight & Complaint in Redhill

We have an excellent opportunity for an experienced Head of Customer Insight & Complaint Manager to join us. This role is responsible for overseeing the evolution of customer experience at AXA Partners UK. This role encompasses the production of insightful metrics, effective management of customer complaints, and the assurance of service quality standards in alignment with regulatory requirements. The ideal candidate will act as a key authority in decision-making related to customer service and adherence to product terms and conditions. You will be based in our Redhill office and work on a hybrid basis. We work a 35 hour week, Monday to Friday 9am – 5pm.

Key Responsibilities:

• Customer Insight Management: Produce and analyze Net Promoter Score (NPS) and other relevant customer data to benchmark the customer experience with AXA Partners UK. Develop actionable insights from customer feedback to inform strategic decisions and enhance customer satisfaction.
• Complaint Management: Oversee the management of customer complaints, ensuring they are handled efficiently and within regulatory frameworks. Organize and coordinate the escalation process for complaints, ensuring timely resolutions and effective communication with stakeholders.
• Quality Assessment: Perform comprehensive quality assessments to ensure that service standards are consistently maintained. Implement quality control measures and develop improvement plans based on assessment results.
• Decision Authority: Act as the ultimate authority in decision-making regarding appropriate servicing solutions and adherence to product terms and conditions. Collaborate with various departments to ensure customer service strategies align with organizational goals and regulatory obligations.

Your Profile:

• Demonstrable commercial acumen and experience, mainly within a B2B environment.
• Exemplary stakeholder management skills, dealing with and influencing senior executive level managers at a global level in a matrix organisation.
• Evidence of strategic planning, analytical and execution skills with an ability to assess and communicate priorities and drive actions and delivery through others.
• Excellent understanding of Financial services and the full regulatory environment.
• Ability to quickly assimilate information from disparate topics/functions and connect together to bring business conclusions or highlight risks.
• Skilled at bringing structure and rigour to ambiguous situations and leading teams (both direct and in-direct) to deliver.
• Ability to challenge the status quo and apply a forward-thinking approach to deliver sustainable change.
• Proven ability to collaborate across multi-disciplinary teams.
• Ability to master multiple complex topics, make quick decisions and remain a clear thinker and communicator under pressure.
• Successful experience in developing and retaining critical talent and building an effective team.
• Ideally experience of managing and working in Risk/compliance or operational resilience.
• Experience of operating at an executive level in a multinational, complex organisation.
• Experience of building a team, leading and improving an organisation’s capability.
• High level of drive and motivation to ensure successful delivery of complex initiatives and support drive change across the business.
• Experience preparing and presenting business reviews and strategic information at an executive level.

About AXA:

AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.

Our mission: Empower people to live a better life. Our values: Customer First, Courage, Integrity and One AXA.

About the Entity:

AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection. AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit. Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.

What We Offer:

By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth. Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.