Head of Customer Experience

AXA UK; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

AXA UK is seeking a senior leader to own end-to-end customer experience (CX) strategy and journey improvement across AXA’s Retail and Commercial insurance businesses. The role ensures customer journeys are simple, customer-led and aligned to drive commercial performance and customer expectations.

You’ll drive CX design, frameworks and outcomes, embedding feedback into experience improvements. You will empower senior leaders, deliver measurable CX value, and use AI and digital capabilities to

Qualifications

• Proven experience establishing and leading enterprise-wide CX strategy and transformation.
• Leadership and development of high-performing customer experience teams.
• Deep understanding of customer journeys, lifecycle management and customer behaviour.
• Ability to reduce cost to serve and improve tNPS.
• Experience embedding customer-centric transformation within large organisations.

Responsibilities

• Define and lead the enterprise CX vision, strategy and roadmap across Retail and Commercial.
• Embed customer centricity across the organisation, not just journeys.
• Support development of customer-first experiences aligned to customer needs and profitable growth.
• Influence senior leaders across Operations, claims, Digital, Product and Pricing.
• Identify and lead experience improvements delivering measurable customer and commercial value.
• Lead investments to improve CX based on customer value and cost to serve.
• Own CX measurement framework and translate into action and CX enhancements.
• Utilise AI and digital capability to transform experiences and reduce friction.

Skills

CX strategy

Leadership

Stakeholder influence

Customer journey design

Data-driven decisions

Regulatory awareness

Tools

AI & automation tools

Job description

About AXA:

AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.

AXA Commercial protects businesses, from multinationals to micro start-ups, giving them the confidence to thrive.

AXA Retail helps people get back to the good stuff with quick, fuss-free home and car insurance and brilliant customer service.

Job overview:

You’ll own end-to-end customer experience (CX) strategy and journey improvement activity across AXA’s Retail and Commercial insurance businesses, ensuring customer journeys are simple, effective, customer-led and aligned to drive commercial performance and customer expectations.You’ll lead customer journey design, CX frameworks and customer outcome improvement activity across end-to-end customer lifecycle, helping improve satisfaction, loyalty, efficiency and customer outcomes.Your role acts as a key link between customer insight and journey delivery, ensuring customer feedback, operational insight and customer outcomes are embedded into experience improvement activity.

Key responsibilities:

• Define and lead the enterprise CX vision, strategy and roadmap across Retail, Commercial, including Claims, translating AXA customer ambition into measurable priorities and delivery.
• Accountable for embedding customer centricity across the organisation (not just journeys).
• Support development of customer-first experiences aligned to customer needs and to drive profitable growth.
• Influence and mobilise senior leaders across Operations, claims, Digital, Product and Pricing.
• Identify and lead experience improvements that deliver measurable customer and commercial value, including improved customer outcomes, satisfaction and retention, increased growth and cross sell and reduced failure demand.
• Lead where AXA invests to improve CX based on customer value, commercial value and cost to serve and keeping AXA ahead of changing customer expectations, competitor experiences and emerging CX practices.
• Own and drive CX measurement framework including journey measures and translating them into action, service innovation and CX enhancement opportunities.
• Use AI, automation and digital capability to transform customer experiences and reduce friction/cost to serve.
• Leveraging customer insight, feedback, research, complaints, behavioural and operational feedback to identify systemic opportunities.

Work arrangements:

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%) from December 2026. Away from home means attending the office, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

Your skills & experience:

• Proven experience establishing and leading enterprise wide CX strategy and transformation, with the credibility to influence Executive and senior leadership teams and mobile matrix organisation behind the customer agenda.
• Leadership and development of high-performing customer experience teams.
• Deep understanding of customer journeys, lifecycle management and customer behaviour.
• Ability to reduce cost to serve and improve tNPS (Transactional Net Promoter Score).
• Experience leading customer-centric transformation and journey improvement initiatives.
• Hands on experience embedding customer-centricity within large, complex organisations. Able to understand operating within a highly regulated environment.
• Commercial acumen with a specific customer outcome focus.
• Analytical, strategic and problem-solving capability skills.

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.

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.