Customer Experience & Outcomes Lead

Are you an expert in customer experience transformation coupled with excellent stakeholder/ customer management skills? We’re recruiting for a Customer Experience and Outcomes Lead in our Commercial Customer Strategy and Outcomes team. Reporting to our Head of Customer Strategy and Outcomes, you’ll be responsible for translating the high-level strategy into actionable customer experience and outcome delivery plans within AXA Commercial. You’ll embed the UK&I customer playbook methods delivering a set of activities through a common set of frameworks, tools, capabilities and methods to drive a more customer centric culture within Commercial. You’ll be defining and implementing the customer experience framework, defining the standards, principles and measurement for customer experience, and developing and delivering Commercial customer journey management approach across the business.

Working closely with the Head of Insight, you’ll instil an ‘insight to action’ mindset across all customer reporting and align with key stakeholders across Commercial. Supported by robust research and insights, you’ll help identify opportunities and inform process/product/technology improvements to be made, holding business owners accountable in improving customer experiences. You’ll apply your CX capabilities to lead and influence new ways of workings, in the context of a rapidly changing environment and evolving customer needs. You’ll build strong relationships with both internal stakeholders and external peers to ensure that the customer is at the forefront of business thinking.

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 at your local office, moving to the majority of your working week from September 2025. Away from home means either attendance in our Bolton, Glasgow or Bristol office or visiting clients or attending industry events.

What you’ll be doing:

• Embed the tools, methods and frameworks of the UK&I Customer playbook in AXA Commercial.
• Design and implement Commercial CX framework defining the standards, principles and CX measures.
• Embed the approach to customer journey management within Commercial utilising journey management prioritisation framework to define journey management roadmap.
• Driving a customer led approach to change through implementation and execution of activities across service design lifecycle from journey mapping to service design blueprinting.
• Align closely with Data, MI and AI strategies to support future customer developments.
• Build CX Capability within Commercial, leveraging the commercial pioneers (and UK&I team) driving sustainable customer capability across the Commercial business.
• Support the wider team to help interpret customer feedback, and feed insight and learnings (including validation) in to journey management activity.
• Deliver associated activities which drive the embedding of a customer centric culture in alignment with the Commercial strategy and ambition and delivery of good customer outcomes (supporting Consumer Duty commitments and risk maturity).

Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest. Therefore, if you’re interested in joining us at AXA, please don’t hesitate to apply.

What you’ll bring:

• Experience and technical knowledge of CX methodologies is essential.
• Excellent stakeholder / customer management skills, resulting in an intense customer focus and commitment to ensuring the strong representation for the Commercial customer function.
• Effective consultation and relationship management skills.
• Strong communication and presentation skills (spoken, written and visualisation) with the ability to effectively communicate concepts in simple and engaging ways.
• Prioritisation and planning skills which focus on delivery of the essentials in the face of competing priorities and demand.
• Experience of working with marketing consultancies/agencies preferred.
• Personal motivation driven with a change and continuous improvement focus.
• Knowledge of the UK Commercial market and distribution channels and the AXA Commercial business including how UK business insurance needs may differ, the role of broking partners and the regulatory landscape (desired).

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 of up to £70,000 dependent on experience
• Annual company & performance-based bonus
• Car allowance
• Private health cover
• 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
• Wellbeing services & resources

To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term health condition or disability and require reasonable adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to tanzeela.mehjabeen@axa-insurance.co.uk.

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About AXA

AXA Commercial protects businesses, from multinationals to micro start-ups, giving them the confidence to thrive. We’re currently making our biggest ever investment to develop the expertise and skills we need to be the best. We’re a vibrant community where everyone is supported to learn, develop, and take ownership of their work.