Head of Digital Transformation

POSITION DETAILS

Position Title: Head of Digital Transformation

Department: Global Operations

Reports to: Head of Transformation

Location: Malakoff, Paris; Barcelona; Redhill, UK

POSITION SUMMARY

We are seeking an experienced Digital Transformation Lead to drive our digital strategy and ensure successful transformation across our operations, including contact centres. The Head of Digital Transformation will play a critical role in improving efficiency, accelerating digital adoption, identifying impact on operations operating model and contributing to the achievement of AXA Partners' strategic goals.

DIMENSION OF THE ROLE

The Head of Digital Transformation will work in a fast-paced, dynamic environment, leading digital transformation initiatives and additional strategic initiatives impacting AXA Partners operating model across our international operations. We expect the Head of Digital Transformation to align with our leadership framework, which includes conveying our strategy, breaking down silos, developing a differentiating customer experience, ensuring high performance, developing people and teams, building a sustainable organization, and creating an environment that accelerates innovation.

KEY RESPONSIBILITIES

• Drive strategic studies and initiatives to “unlock the future” of our operations, including contact centres.
• Support the implementation of sourcing/footprint optimization strategies in operations and other corporate functions.
• Accelerate digital adoption from customers and providers in our key markets, leveraging emerging technologies and trends.
• Lead the implementation of AI and generative AI in our operations to drive innovation and improve performance.
• Ensure coordination of AI initiatives with other Group entities.
• Accelerate automation towards end-to-end straight-through processing.
• Maximize value creation from our operations and assets, ensuring a top-notch customer experience.
• Collaborate with cross-functional teams and stakeholders to ensure successful digital transformation.
• Provide a strong business acumen in strategic thinking & discipline in execution.

WORKING RELATIONSHIPS

• Country COOs and teams
• Program Leaders and Project Managers working centrally and locally

SKILLS AND EXPERIENCE

• Extensive proven experience in digital transformation, technology strategy, or a related field, preferably in the insurance or assistance industry.
• Proven track record of driving successful digital transformation initiatives, sourcing/footprint optimization, and improving operational efficiency.
• A past experience related to or in a contact centre is a plus.
• Strong understanding of emerging digital technologies, including AI and generative AI, and their applications in business.
• Excellent strategic thinking, analytical, and problem-solving skills.
• Strong leadership, communication, and interpersonal skills.
• Experience leading and managing small, polyvalent teams and providing strong business acumen.
• Experience working in a global, matrixed organization and collaborating with cross-functional teams.
• Fluency in English is required.