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Operational Excellence Manager

2 months ago

Tunbridge Wells, Kent, United Kingdom AXA Group Full time
About the Role

We are seeking an experienced Operational Excellence Manager to lead our Customer Experience (CX) and Vulnerable Customers (VC) programme. As a key member of our team, you will be responsible for developing and implementing strategies to improve customer satisfaction and efficiency of our processes.

Key Responsibilities
  • Lead the development and implementation of CX and VC strategies
  • Identify opportunities for launching CX and VC improvement projects
  • Deliver changes using Lean Six Sigma tools to improve customer satisfaction and efficiency of processes
  • Work with AXA Global Healthcare teams to deliver CX-focused work such as customer journey mapping and customer data analysis
  • Actively participate in CX and Insight provider relationship management and requests for information and proposals
  • Keep up to date with business impacts to customers and communicate with stakeholders and wider business on the importance of CX and VC strategies
  • Design and maintenance of CX and VC reference tools and training materials
  • Support prioritisation of work to ensure delivery of valuable change
  • Provide support to process owners on customer orientation, quality and effectiveness within the company
About You

We are looking for a candidate with a proven track record of delivery in a customer environment, with knowledge of Vulnerable Customer and Consumer Duty requirements. You should have experience of developing and managing a programme of work, with a minimum Lean Six Sigma Green Belt certification. Strong stakeholder relationship and brand management skills are essential, as well as influencing, negotiation, communication, and presentation skills.

What We Offer
  • Competitive annual salary of up to £48,000
  • Annual company and 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 5 days leave
  • AXA employee discounts
  • Gym benefits
About AXA

AXA is a global leader in insurance and asset management, with a presence in over 60 countries and 165,000 employees serving the needs of 107 million customers. We are committed to putting our collective might behind our people and their careers, providing a supportive and inclusive environment where everyone can thrive.