Head of Customer Experience — CX Strategy & Growth

AXA UK; Greater London; Hybrid; 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

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