Customer Experience Manager - 12-month FTC

AXA UK; Ipswich; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance van insurance services. This role involves managing the customer journey, collaborating with product teams, and utilizing data to drive improvements. You will be pivotal in shaping customer experiences and ensuring governance processes are followed. With a flexible working environment and a focus on delivering exceptional customer outcomes, this opportunity allows you to make a significant impact in a dynamic team. If you're passionate about customer experience and thrive in a collaborative setting, this role is perfect for you.

Benefits

Competitive salary up to £50,000

Discretionary performance-based bonus

Contributory pension scheme (up to 12% employer contributions)

Private health cover

Life Assurance (up to 10 x annual salary)

25 days annual leave plus Bank Holidays

Opportunity to buy/sell extra days leave

AXA employee discounts

Gym benefits

Qualifications

• Experience in a Customer Experience Manager role in a regulated environment is essential.
• Knowledge of Agile and UAT testing preferred.

Responsibilities

• Manage end-to-end customer experience for van insurance.
• Collaborate with Product Owners to improve customer experience.

Skills

Customer Experience Management

Agile Methodology

Data Analysis

Stakeholder Management

Digital Customer Journeys

Job description

Description

Are you a Customer Experience Manager looking for your next opportunity? If you’ve got experience of delivering value for customers, are commercially aware and understand Agile methodology, this could be the role for you. This is a 12-month fixed term contract.

You’ll be responsible for shaping and ensuring an exceptional customer experience for partnership van insurance. Working with Van and Claims Product Owners, you’ll support development and delivery of product roadmaps. You’ll focus on delivering good customer outcomes in line with overall product strategy.

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, moving to the majority of your working week from September 2025. Away from home means either attendance at one of our office locations, visiting clients or attending industry events. You’ll spend time in our London office every fortnight.

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

What you’ll be doing:

• Manage end to end customer experience for van insurance, considering digital journeys, multi-channel support and customer documentation.
• Actively contribute as a member of the Product Squad, shaping customer experience requirements and contributing to their delivery.
• Ensure governance processes are followed.
• Analyse performance against business and customer key performance indicators (KPIs) to gain data driven insight and establish improvement opportunities.
• Work closely with Product Owners to establish new or innovative approaches to improve customer experience.
• Build meaningful relationships with key stakeholders to ensure successful development and implementation of initiatives.
• Collaborate with wider Product Team and Head of Product in definition and delivery of van insurance roadmap.

What you’ll bring:

• Demonstratable experience in a Customer Experience Manager role, within a regulated environment such as financial services or insurance – essential.
• Experience of van insurance products – preferred.
• Expertise in digital customer journeys – preferred.
• Knowledge of Agile, UAT testing, and customer experience principles – preferred.
• Able to use data and analytics to inform actions.
• Outstanding stakeholder management.

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

This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.

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 £50,000 dependent on experience
• Discretionary company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Private health cover
• Life Assurance (up to 10 x annual salary)
• 25 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

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.

Who we are:

AXA Retail helps people live the life they love, knowing we’ve got their back, at home and on the road. Our people are vital to us becoming more digital, faster and easier to access. We’re a dynamic team of experts completely committed to making sure our customers ‘get back to the good stuff’ when the unexpected happens.