At a Glance
- Tasks: Lead the development of impactful customer journeys and strategies for vulnerable customers.
- 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 strong commitment to continuous improvement.
- Why this job: Make a real difference by enhancing customer experiences and championing vulnerable customer needs.
- Qualifications: Experience in customer experience roles with a focus on insights and process mapping.
The predicted salary is between 37800 - 46200 £ 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.
#LI-Hybrid
Customer Experience Manager - 9 month FTC in Royal Tunbridge Wells 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 - 9 month FTC in Royal Tunbridge Wells
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like AXA Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like AXA Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Experience Manager - 9 month FTC in Royal Tunbridge Wells
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to AXA Group.
How to prepare for a job interview at AXA Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in AXA Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services AXA Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
