Digital Cx Executive

**Description**:
It’s an exciting time to join the Marketing and Communications team here at AXA, with significant investment planned in all UK&I businesses to transform, deliver new digital services to our customers and streamline and automate our business processes. As part of this, we are looking for a talented Digital CX Executive to join the team.

Within this role, you will be rresponsible for the continuous development of AXA’s CX capability end to end from browsing through to claims, supporting increasing customer take up of digital and self-service share aligned to AXA’s multi-channel strategy and digital first strategy. This role will contribute to the development of roadmap to improve customer experience and good customer outcomes.

At AXA we’re adopting a Hybrid way of working, empowering our people to balance their time between home and our Weybridge or Ipswich office in a way that works best for them, their team and our customers.

**What you’ll be doing**:

- Supporting on end to end CX for online sales and service customer journey, for AXA Direct and Swiftcover and testing the experience to ensure it’s the best it can be for customers before go live.
- Contributing to project and small change delivery to focus on improvements to the online sales and service journey.
- Manage and supports BAU and governance processes.
- Analyse digital performance against agreed Commercial and Customer KPIs to gain data driven insight and establish improvements to the online journey.
- Working closely with CX & Digital CoE to establish new or innovative approaches to improve online customer experience and learn from conversion optimisation insights.
- Building close and collaborative relationships with all key stakeholders, internal and external, to ensure the successful development and implementation of digital initiatives.
- Supporting Customer engagement/Acquisition lead in the definition and delivery of operational plan and roadmap.

**Qualifications**:

- Customer focused and able to analyse data to drive insights, create ideas and work with stakeholders to deliver.
- Thorough understanding of general insurance products, in particular personal lines business
- Thorough understanding of the digital landscape - past, present and future - especially within the FS/ insurance category
- Thorough understanding of Agile, UAT testing and customer experience principles
- Highly commercially aware, ability to understand and evaluate financial business cases/plans and modelling.
- Strong ability to be able to prioritise based on commercial and customer benefits, see through to delivery and communicate results in a timely manner.
- Excellent communication and presentation skills, both oral and written
- Excellent relationship skills - able to operate effectively at all levels of organisation.
- Strategic thinking and problem-solving capability - ability to develop practical solutions with the big picture in mind
- Clear understanding of the regulatory environment in which the business operates.
- Self-motivated & can-do attitude.
- Self starter

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

**What we offer**:
One of the best things about joining AXA is our rewards package. 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 £40,000
- Annual company & performance-based bonus
- Contributory pension scheme (up to 12% employer contributions)
- Life Assurance (up to 10 x annual salary)
- 25 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
- Special leave for emergencies, bereavements, family planning
- 3 Days Volunteering/Charity Days
- Free live online fitness classes (Yoga, HIIT, Thai Chi and more)
- Access to AXA Doctor at Hand, an online virtual GP service with appointments by either video or phone call
- 24/7 mental wellbeing support
- Excellent AXA discounts (car insurance, house insurance, shopping and more)
- Free LinkedIn Learning access
- Professional Qualification support
- Opportunities for secondments or sabbaticals

Our ambition is to become one of the most inspiring companies to work for, as such we’re committed to supporting employee needs, providing meaningful career development and celebrating differences. We understand that everyone has individual work and home life responsibilities, therefore we’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

**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.

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