Operational Excellence Manager
4 weeks ago
AXA Global Healthcare is seeking an experienced Operational Excellence Manager to lead the development and implementation of Customer Experience (CX) and Vulnerable Customers (VC) strategies. As a key member of our team, you will be responsible for managing the CX and VC programme, representing the voice of the customer and ensuring the VC process is followed.
At AXA, we value our employees' work-life balance and offer flexible working arrangements. You will work at least 40% of your week away from home, with the option to discuss flexible working arrangements with Talent Acquisition.
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 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 maintain CX and VC reference tools and training materials
- Support prioritisation of work to ensure valuable change is delivered
- Provide support to process owners on customer orientation, quality, and effectiveness within the company
About the Role:
We are looking for a highly experienced and skilled Operational Excellence Manager to join our team. The ideal candidate will have a proven track record of delivery in a customer environment, with knowledge of Vulnerable Customer and Consumer Duty requirements.
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
We are an equal opportunities employer and welcome applications from all qualified candidates. Please note that due to the number of applications we expect to receive, we reserve the right to close this advert earlier than the listed closing date.
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