Head of Customer Value & Growth

AXA Group; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Job summary

AXA Insurance UK is seeking a strategic Head of Customer Value Management to lead customer-centric initiatives across Retail and Commercial segments. You will define the customer strategy to maximise lifetime value through segmentation, personalised engagement and data-driven decision making, aligning insights with commercial outcomes.

The role requires leading cross-functional teams, driving AI-enabled customer solutions and GEO optimisation, and delivering measurable value while championing a

Qualifications

• Proven expertise in customer value management, CRM and customer growth within complex or regulated environments is essential.
• Demonstrable experience in developing segmentation, lifetime value and profitability models is required.
• Experience implementing retention, lifecycle management, and cross-sell/upsell strategies.
• Ability to manage multi-disciplinary teams and collaborate with senior stakeholders in a complex matrix environment.
• Experience with customer 360 data, analytics, propensity to buy modelling and AI-driven decisioning such as NBA.
• Knowledge of emerging customer channels, SEO, GEO, and digital marketing strategies.
• Strong commercial acumen and ability to identify growth opportunities.

Responsibilities

• Develop and own AXA's customer value management strategy aligned with business goals and priorities.
• Establish and embed segmentation, lifetime value and profitability frameworks into commercial decision-making.
• Drive cross-sell and upsell strategies to deepen customer relationships and increase product penetration.
• Own the customer retention strategy, moving towards proactive, value-led retention approaches.
• Set the CRM and personalised engagement direction with measurable value and continuous improvement.
• Translate customer insights into strategic priorities and develop predictive capabilities to enhance decision making.
• Lead innovation in AI-enabled customer solutions and GEO optimisation.
• Create a high-performing, inclusive team culture focused on customer obsession, experimentation and results.

Skills

Customer value management

CRM and growth

Segmentation & LTV modelling

Retention & lifecycle

Stakeholder management

AI-driven decisioning

Digital marketing & GEO

Commercial acumen

Tools

CRM systems

Customer analytics platforms

Job description

AXA Insurance UK is seeking a strategic Head of Customer Value Management to lead customer-centric initiatives across Retail and Commercial segments. You will define the customer strategy to maximise lifetime value through segmentation, personalised engagement and data-driven decision making, aligning insights with commercial outcomes.

The role requires leading cross-functional teams, driving AI-enabled customer solutions and GEO optimisation, and delivering measurable value while championing a