Customer Experience Manager – 12 month FTC NEW

Tunbridge Wells, Kent
AXA UK
Description

We’re excited to offer a fantastic 12-month full-time FTC opportunity for a Customer Experience Manager to join the marketing team at AXA Global Healthcare in Tunbridge Wells. If you’re passionate about creating impactful customer journeys, this is your chance to lead the development and execution of a strategic CX vision that truly makes a difference. Working closely with the CX and Insight Lead, you’ll drive initiatives that ensure a smooth, consistent experience across all touchpoints. As the voice of the customer, you’ll champion continuous improvement and deliver positive outcomes, all while ensuring our approach aligns with our commitments under the Consumer Duty-especially for customers with vulnerable characteristics. If you’re an expert in customer experience with a solid understanding of Vulnerable Customer needs and are ready to shape exceptional customer experiences, then we’d love to hear from you!

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 either attendance at one of our office locations, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

What you’ll be doing:

• Lead the development and implementation of the Customer Experience (CX) and Vulnerable Customer (VC) strategies.
• Collaborate with stakeholders to map customer journeys, identifying pain points and areas for CX improvement.
• Work with Insight, Operations, and Complaints teams to launch CX and VC projects that create a seamless, positive experience across all touchpoints, especially enhancing digital customer interactions.
• Chair the Vulnerable Customer Forum, ensuring stakeholder engagement and successful delivery within scope, time, and budget.
• Partner with Compliance to update policies that prioritise the needs of vulnerable customers in everything we do.
• Act as a customer advocate across all strategic initiatives, ensuring their needs-including those with vulnerabilities-are central to project design.
• Use root cause analysis of customer complaints to identify opportunities for CX improvements and address key issues.

Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest. Therefore, if you’re interested in joining us at AXA, please don’t hesitate to apply.

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.

What you’ll bring:

• Proven experience in a Customer Experience (CX) role, with demonstrated expertise in leading customer journey mapping workshops with stakeholders.
• Skilled at facilitating collaborative workshops to map, analyse, and improve end-to-end customer journeys.
• Ability to apply insights from journey mapping to enhance customer interactions and overall experience.
• In-depth understanding of Vulnerable Customer requirements and how to incorporate these into journey design.
• Excellent communication, influencing, and relationship-building skills.
• Sound presentation, storytelling, and data interpretation abilities to convey journey insights compellingly.
• Good business and commercial awareness, with the ability to align CX initiatives with company objectives.
• Highly organised with effective time management skills.
• Knowledge of Consumer Duty requirements within financial services would be desirable.

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.

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.

What we offer:

At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Competitive annual salary of up to £48,000 dependent on experience.
• Discretionary company & performance-based bonus.
• Contributory pension scheme (up to 12% employer contributions).
• Life Assurance (up to 10 x annual salary).
• Private medical cover.
• 28 days annual leave plus Bank Holidays.
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave.
• Wellbeing services & resources.
• AXA employee discounts.

To apply, click on the ‘apply for this job’ 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 .

Who we are

Proud to be part of the AXA Group, AXA Global Healthcare specialise in supporting the healthcare needs of globally mobile citizens, around the world. From a routine medical check-up to a lengthy hospital stay, individuals and businesses have relied on the global support and protection we offer, for more than 55 years. Today, we support members living in more than 200 countries from our global hubs in the UK, Europe, Asia, India, USA and Middle East.