“One of the best things about being on the AXA Future Leaders graduate programme is that you have real opportunities to lead and drive change. You’re not just stuck in the corner doing the mundane tasks. From day one, creativity is encouraged as everyone’s keen for you to look at tasks and processes with a fresh pair of eyes.
Right from my first placement, I was given the opportunity to help to improve the way that the business operates. I was working in the Customer Experience department in Personal Lines when my manager asked me to take a look at their complaints system. I was asked to take a blank piece of paper and completely redesign the process.
As I was pretty new at the time, I was a bit nervous about asking the complaints team to change the way they work, as they’d been using the same process for years. So I decided to get the whole team as involved as possible. I asked for their input and ideas and together we came up with changes that everyone was really enthusiastic about. We managed to reduce the average cycle time of a complaint from nine days to two days - so the customers are happy too! And none of that would have been possible if my manager hadn’t encouraged me to be creative.”