Customer Experience Executive

4 weeks ago

Bristol, United Kingdom AXA UK Full time

**About the role**:
It's an exciting time to join the Customer Strategy Team here at AXA UK, with significant investment across UK&I businesses to build and develop our customer capability and to accelerate the development and delivery of our internal and external Customer led initiatives, we're looking for a talented individual (who is also shamelessly customer) to join our team.

The Senior Customer Experience Executive role is a fabulous opportunity for anyone with an ‘insight to action' mind-set, you'll work closely across our four UK&I Business Units in addition to Brand & Sponsorship and Digital teams, to ensure customer strategy supports us in developing branded experiences, driving distinction, and creating cohesion across functions.

No two days will be the same as you'll support development and delivery of collaboratively designed ‘customer led' methods, tools and frameworks which help us better understand our customers and continually improve and enhance the journeys they experience with AXA.

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 40% of your week away from home, either at one of our office locations, or attending industry events. We're also happy to consider flexible working arrangements or condensed hours, which you can discuss with Talent Acquisition.

**What you'll be doing**:

- Promoting an ‘outside-in' approach to customer journey focused working groups and workshops, confidently facilitating and moderating internal teams.
- Managing multiple layered activities around creation, validation and testing of tools and methods within future Customer Playbook iterations.
- Leading, managing and owning individual programmes of work with confidence, precision and efficiency.
- Structuring annual review of tools, methods and frameworks ensuring they remain relevant and ‘fit for purpose.
- Identifying opportunities to enhance and improve, supporting better engagement/ adoption and in turn, outcomes for customers.
- Designing and creating methods to help log, manage progresses and monitor use of ongoing initiatives within the team.
- Creating accurate, concise ‘stakeholder ready' customer deliverables and assets.
- Managing the creation and development of customer frameworks, roadmaps and plans, bringing creative suggestions enhancements.
- Representing the customer in all activities, remaining true to a customer first mindset, provide clarity around customer language and sentiment.

**About you**:

- A ‘Customer first’ mindset, understanding the importance and impact of being customer centric, meeting customer needs, exceeding expectations and being naturally curious.
- Experience in a customer focused role with knowledge of customer experience excellence.
- Excellent facilitation and moderating skills with a natural multi-task management ability.
- Strong relationship management and communication, with ability to work in partnership with business units, meeting multiple needs across stakeholders.
- Natural creativity as we encourage our team to think outside the box, the art of the possible.
- Exposure to or experience in a management role with knowledge of insurance.
- Confident presenter and articulate communicator, happy to lead and participate.
- Ability to work as a team, but equally happy independent working to a high quality at times.
- Skilled in creative outputs and planning, with an eye for detail and accuracy.
- Confident performing independent excel analysis of received data to produce summary outputs and reporting.

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

**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 from £45,000
- Annual company & performance-based bonus
- Contributory pension scheme (up to 12% employer contributions)
- Life Assurance (up to 10 x annual salary)
- 28 days annual leave plus Bank Holidays
- Opportunity to buy up to 5 extra days leave or sell up to 3 days leave
- AXA employee discounts
- Gym benefits

**About AXA**:
With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.

But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.

You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things - nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.

Every large company today talks about supporting diversity and inclusion. But at AXA UK,

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