Claims Optimisation Manager

AXA UK; United Kingdom; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading insurance company is seeking a Claims Optimisation Manager to enhance the claims process. The role involves leading a team to analyse and redesign claims interactions using data and AI. Candidates should have at least 7 years of insurance experience and strong management skills. The company offers flexible working arrangements and a competitive rewards package.

Benefits

Competitive salary with annual review

Annual bonus based on performance

Contributory pension scheme

Life Assurance

Generous annual leave

Employee discounts

Education support

Qualifications

• 7 years experience in insurance industry, with 5 years in management.
• Experience leading customer journey optimisation.
• Experience in data analytics and AI initiatives.
• Knowledge of regulatory compliance and governance.

Responsibilities

• Lead teams to drive process optimisation and automation.
• Establish governance and stakeholder alignment.
• Monitor performance and manage investments.
• Ensure regulatory compliance and continuous improvement.

Skills

Customer journey optimisation

Leadership

Data analytics

Change management

AI integration

Education

Bachelor’s degree in relevant field

Advanced or graduate degree

Tools

RPA

API integrations

Job description

We're recruiting a Claims Optimisation Manager to elevate the efficiency and effectiveness of our claims process by harnessing technology, data, and AI to deliver a seamless, customer‑centred experience.

Reporting to Head of Service Experience, you will lead a team to analyse and redesign claims interactions across multiple touchpoints, using advanced analytics to identify and implement improvements that shorten cycle times, improve outcomes, and realise indemnity savings. The role collaborates across functions to ensure compliant, customer‑aligned handling that supports business objectives; you will share best practices, act as a subject‑matter expert, and drive continuous improvement through data insights and emerging technologies. You will also build and maintain a strong pipeline of optimisation opportunities to continually enhance customer journeys and handling capacity.

What you’ll be doing:

• Lead and develop high‑performing teams of product owners and claims experts to drive process optimisation, outcomes, and automation/AI experiences.
• Foster a culture of accountability, collaboration, and continuous improvement within the team and across the department.
• Establish cross‑functional governance and stakeholder alignment (claims, IT, data science, compliance, finance, HR); manage external providers as needed.
• Lead change management and AI adoption, including tooling, training, and risk‑aware deployment.
• Deliver best‑in‑market customer experiences across omnichannel claim journeys, improving outcomes and reducing effort.
• Drive end‑to‑end journey optimisation with technology enablement, using automation and AI to maximise satisfaction.
• Monitor performance, manage investments, and report on claims volumes, efficiency, indemnity savings; drive cost‑saving initiatives and value delivery.
• Ensure regulatory compliance and translate customer insights into iterative improvements with robust governance and senior‑management reporting.

About You:

• At least 7 years insurance industry experience required, with 5 years in a management capacity.
• Previously led end‑to‑end customer journey optimisation to inform and execute the sales strategy, delivering measurable CX improvements (CSAT/NPS).
• A bachelor’s degree or an equivalent combination of education and experience is required; possession of an advanced or graduate degree is preferred.
• Beneficial qualifications would be APA/CII, project management of digital transformation related certificates.
• Managed end‑to‑end claims operations (workflows, notifications, settlements) with a focus on fraud, risk, and exposure mitigation.
• Experience in governing data, analytics, and AI initiatives: data quality and lineage, statistical methods, ML/AI lifecycle, bias mitigation, and model risk management.
• Drive automation and technology integration: RPA, digital tooling, API integrations, core claims systems, and adoption of AI‑enabled processes.
• Ensure regulatory, privacy, security compliance and strong governance, including anti‑fraud controls and audit readiness.
• Stay ahead of insurtech, automation, AI, and digital service trends to continuously inform strategy.
• Demonstrate leadership in a regulated environment: set direction, develop people, manage budgets and risk, and foster strong stakeholder relationships.
• Lead change and cross‑functional collaboration, translating complex concepts, aligning stakeholders, and driving transformation impact.
• Must meet internal criteria as set out in Recruitment & Selection Policy available on intranet.

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 majority of your week away from home. Away from home means either attendance at one of our head office locations, visiting clients or attending industry events.

This role is an allocated Controlled Function under Fitness & Probity Regime, which means the successful candidate will be subject to an enhanced level of background screening requirements. You can find more information on https://axa.ie/careers.

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

Rewards package

• Competitive salary with annual review
• Annual company & performance‑based bonus
• Contributory pension scheme (up to 10% employer contributions)
• Life Assurance
• Generous annual leave plus Bank Holidays
• AXA employee discounts
• Education support and plenty of learning opportunities.

AXA is proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We are therefore happy to discuss flexible working arrangements, should this be a requirement for you.

At AXA, we want to become one of the most inspiring companies to work for and to achieve this ambition, we need the best talent to come and work for us. We look for candidates with the right skills and values to join us and selection is based on a fair and equal process. As a financial services company, all successful candidates will require employment checks, so we can ensure regulatory compliance.

We’re proud to be committed to equal opportunities and welcome applications from all backgrounds.

AXA Insurance dac consider applicants on the basis of skills, experience & qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status.

Would you like to wake up every day driven and inspired by our noble mission and to work together as one global team to empower people to live a better life? Here at AXA we strive to lead the transformation of our industry. We are looking for talented individuals who come from varied backgrounds, think differently and want to be part of this exciting transformation by challenging the status quo so we can push AXA – a leading global brand and one of the most innovative companies in our industry – onto even greater things.

In a fast‑evolving world and with a presence in 64 countries, our 166,000 employees and exclusive distributors anticipate change to offer services and solutions tailored to the current and future needs of our 103 million customers.

Proud to be part of the AXA Group, at AXA Ireland our values are at the heart of everything we do. We work together as One AXA, embracing our differences to make our teams great. We believe integrity, courage and our customer‑first approach is what makes us a great place to work. AXA is an equal opportunities employer and welcomes applications from across all communities.