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 and Vulnerable Customers program. 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 Customer Experience and Vulnerable Customers strategies
  • Identify opportunities for launching improvement projects
  • Deliver changes using Lean Six Sigma tools to improve customer satisfaction and efficiency
  • Work with stakeholders to deliver CX-focused work such as customer journey mapping and customer data analysis
  • Participate in CX and Insight provider relationship management and requests for information and proposals
  • Communicate with stakeholders and the wider business on the importance of CX and VC strategies
  • Design and maintain CX and VC reference tools and training materials
  • Support prioritization of work and ensure delivery of valuable change
  • Provide support to process owners on customer orientation, quality, and effectiveness
Requirements
  • Proven track record of delivery in a customer environment with knowledge of Vulnerable Customer and Consumer Duty requirements
  • Track record of delivering successful projects within organizations
  • Experience of developing and managing a program of work
  • Minimum Lean Six Sigma Green Belt, Black Belt preferred
  • Stakeholder relationship and brand management skills
  • Influencing, negotiation, communication, and presentation skills
  • Business and commercial acumen
  • Data analysis and interpretation skills
  • Strong organizational and time management skills
About AXA Group

AXA Group is a global leader in insurance and asset management, serving over 107 million customers worldwide. We are committed to delivering outstanding service and protecting our customers' interests.

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

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