Operational Excellence Manager - Customer Experience & Vulnerable Customers

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Operational Excellence Manager - Customer Experience & Vulnerable Customers, Royal Tunbridge Wells

Client:

AXA Group

Location:

Royal Tunbridge Wells, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

e0c944578abb

Job Views:

19

Posted:

16.03.2025

Expiry Date:

30.04.2025

Job Description:

AXA Global Healthcare have an exciting new position available as an Operational Excellence Manager for Customer Experience (CX) and Vulnerable Customers (VC). You’ll manage the CX and VC programme for the business, representing the voice of the customer and ensuring the VC process is followed.

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 our Tunbridge Wells office. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

What you’ll be doing:

• Lead the development and implementation of the Customer Experience (CX) and Vulnerable Customers (VC) strategies
• Identify opportunities for launching CX and VC improvement projects
• Deliver changes by using Lean Six Sigma tools to improve customer satisfaction and efficiency of the processes
• Working within 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 the customers, and communicate with stakeholders and wider business on the importance of CX and VC strategies
• Design and maintenance of CX and VC reference tools and training materials
• Support prioritisation of work, ensuring we deliver valuable change
• Provide support to process owners on customer orientation, quality and effectiveness within the company.
• Upon successful delivery of initiatives, ensure quality standards and controls are in place to support and continue the renewed stability with the impacted process

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.

Your Profile

We know that some candidates may be discouraged from applying if they don't meet every requirement. If you’re excited by this job and the prospect of working at AXA but you’re not sure you tick every box, we’d still encourage you to apply.

What we’re looking for:

• Proven track record of delivery in a customer environment, with knowledge of Vulnerable Customer and Consumer Duty requirements
• Track record of delivering successful projects within organisations
• Experience of developing and managing a programme of work
• Minimum Lean Six Sigma Green Belt, Black Belt preferred
• Stakeholder relationship and brand management skills
• Influencing, negotiation, communication, and presentation skills
• Business and commercial acumen
• Data analysis & interpretation skills
• Strong organisational and time management skills

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

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.

You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.

Every large company today talks about supporting diversity and inclusion. But at AXA, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference.

About the Entity

Proud to be part of the AXA Group, AXA – Global Healthcare specialise in supporting the healthcare needs of globally mobile citizens, around the world. From a routine medical checkup to a lengthy hospital stay, individuals and businesses have relied on the global support and protection we offer, for more than 55 years. Today, we support members living in more than 200 countries from our global hubs in the UK, Europe, Asia, India, USA and Middle East.

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 £48,000
• Annual company & 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

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