Senior Marketing Customer Experience Manager

TN United Kingdom; United Kingdom; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Marketing Customer Experience Manager to lead a dedicated team focused on enhancing customer interactions. This pivotal role involves translating insights into actionable strategies that drive satisfaction and retention. With a commitment to flexible working arrangements, the company empowers its employees to balance work and personal life effectively. You will play a crucial role in shaping the customer strategy while collaborating across various departments to ensure the customer voice is central to decision-making. Join a dynamic team that values innovation and customer engagement.

Benefits

Annual company & performance-based bonus

Contributory pension scheme

Life Assurance

Private health cover

28 days annual leave plus Bank Holidays

Opportunity to buy/sell extra leave

Qualifications

• Proven experience in customer experience, preferably in financial services.
• Strong analytical skills and a customer-centric mindset.

Responsibilities

• Lead a team of Customer Experience Managers to enhance customer satisfaction.
• Collaborate cross-functionally to identify and solve customer pain points.

Skills

Customer Experience Management

Analytical Skills

Coaching

Stakeholder Management

Leadership

Relationship Management

Job description

Social network you want to login/join with:

Senior Marketing Customer Experience Manager, United Kingdom

Client:

AXA Group

Location:

United Kingdom

Job Category:

Customer Service

-

EU work permit required:

Yes

Job Reference:

71abb8066774

Job Views:

3

Posted:

08.05.2025

Expiry Date:

22.06.2025

Job Description:

Do you love people and creating customer experiences that work, ensuring customer interactions are effortless and seamless? We're seeking a Senior Marketing Customer Experience (CX) Manager to lead a team of Customer Experience Managers who are doing just this. You'll help translate insights, driving action within the operation to improve satisfaction and retention, and you’ll represent our customers' voices across AXA Health.

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.

What you’ll be doing:

• Embed yourself in business-wide programmes to keep customers central to our decision-making.
• Collaborate cross-functionally to defect hunt, using actionable insight to create solutions for pain points and embedding these within the operation.
• Interpret customer insights, using these to make recommendations for continuous improvement.
• Help design, embed, and bring to life the customer strategy aligning with our business goals.
• Share best practice and learning across the wider AXA group to support CX development.

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

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 in customer experience, preferably within financial services or transformation - essential.
• Strong analytical skills and a customer-centric mindset.
• Excellent coaching, communication, and stakeholder management.
• Leadership and relationship management skills at a senior level, with the ability to build and influence a network of contacts.
• Strong knowledge of the range of insurance, health services, and health partner products available both from AXA and in the marketplace.
• Passion for collaboration, with experience of managing cross-functional teams through complex customer and business change.

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

What we offer:

At AXA UK, we appreciate our employees, and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Competitive annual salary dependent on experience
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• Private health cover
• 28 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave

#LI-Hybrid #FeelgoodHealth

Who we are:

At AXA Health, we help our members be the best version of themselves by providing access to health and wellbeing support for mind and body. We’re transforming our business by developing easy, efficient, digital experiences for our customers. We’re a collective of specialists passionate about helping our members flourish, whether that’s individuals and families, small businesses, or large corporates.