Contact Centre Product Director

AXA UK; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading insurance company is seeking a Product Director to drive digital transformation within its contact centre operations. This role involves leading a team, managing backlogs, and ensuring alignment with business goals. The ideal candidate will have strong leadership and stakeholder engagement skills, alongside a proven record in agile methodologies. Competitive salary and benefits package offered, including flexible working arrangements.

Benefits

Competitive annual salary

Annual performance-based bonus

Contributory pension scheme

Life Assurance

Private medical cover

28 days annual leave plus Bank Holidays

Employee discounts

Wellbeing services

Qualifications

• Proven experience leading large scale digital or operational transformation programs.
• Strong leadership experience in matrixed or cross‑functional environments.
• Hands-on experience within agile organisations.

Responsibilities

• Define and execute the strategic roadmap.
• Lead a team of product professionals.
• Manage the tribe’s backlog and prioritisation.
• Drive end-to-end delivery performance.

Skills

Leadership in digital transformation

Stakeholder engagement

Agile methodologies

Commercial acumen

Influencing skills

Job description

Description

Are you a visionary leader with a passion for transforming contact centre operations through digital innovation? AXA is seeking a dynamic Product Director, to spearhead our Contact Centre Tribe. This is your opportunity to shape the strategic direction, drive impactful delivery, and elevate operational excellence in one of our most vital business areas.

This role is central to AXA’s commitment to simplification, digital transformation, and service excellence making a tangible difference for our customers and our business.

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 two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means either attendance at one of our office locations, visiting clients or attending industry events.

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

What you’ll be doing:

• Define and execute the strategic roadmap, in line with AXA’s transformation ambitions and business goals.
• Lead a team of product professionals, providing both strategic and execution guidance, as well as being responsible for growing and coaching their product skill sets and careers
• Manage the tribe’s backlog and prioritisation, focusing on delivering customer value, operational efficiency, and regulatory compliance.
• Serve as the key interface between the Tribe, business stakeholders, senior leadership, and the wider product organisation.
• Drive end-to-end delivery performance, establishing clear OKRs, KPIs, and customer outcomes to measure progress.
• Identify and remove blockers, manage risks, and foster a high‑performing, value‑driven team culture.
• Promote agility, accountability, and continuous improvement across all squads and supporting functions.
• Evolve the tribe’s operating model to support clear roles, governance, and agile ways of working, ensuring scalable success.

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:

• Proven experience leading large scale digital or operational transformation programs, ideally within contact centre, insurance, financial services, etc.
• Strong leadership experience in matrixed or cross‑functional environments, with accountability for product delivery and stakeholder engagement.
• Hands on experience working within agile organisations and product led operating models.
• Commercial acumen paired with a data‑driven mindset, capable of linking delivery outcomes to cost, risk, and customer value.
• Industry experience in regulated environments
• Exceptional influencing skills, with a track record of managing C‑level stakeholders and resolving complex issues.

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
• Annual company & performance‑based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• Private medical cover
• 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 condition or disability and require 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 [e-mail].

#LI-Hybrid

Who we are:

AXA UK Support Functions power AXA’s three customer‑facing business units, providing the infrastructure, support and expertise to ensure our customers can always count on us. Whether you’ve got heaps of experience and qualifications behind you, or you’re just starting out, we’ll give you the support and opportunities to help you grow and develop with confidence