Marketing & Customer Experience Director

AXA Group; Bristol, Leicester, Bournemouth, Tunbridge Wells; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

A leading insurance company in the UK seeks a Senior Marketing Leadership role to shape and execute customer experience strategies. You will develop comprehensive marketing initiatives that ensure customer satisfaction and drive business growth. Ideal candidates will have extensive experience in marketing leadership, particularly in the insurance or financial sector, with strong analytical skills and the ability to lead transformational projects. This role offers flexible working arrangements and a competitive benefits package.

Benefits

Competitive annual salary

Annual performance-based bonus

Perk cash car allowance

Contributory pension scheme

Life Assurance

Private medical cover

28 days annual leave plus Bank Holidays

Opportunity to buy/sell extra days leave

Wellbeing services

AXA employee discounts

Qualifications

• Proven record of successfully leading large teams and managing complex marketing projects.
• Ability to implement innovative solutions in customer experiences.
• Experience in the financial services or insurance industry is preferred.

Responsibilities

• Develop and implement marketing and customer experience strategy.
• Lead transformation of customer experience initiatives to enhance satisfaction.
• Oversee development of comprehensive brand strategies.
• Own and drive the digital marketing strategy.

Skills

Extensive experience in marketing leadership

Strong understanding of customer experiences

Exceptional analytical skills

Excellent communication and interpersonal skills

Visionary leadership

Results-oriented

Collaborative and agile

Job description

Do you have extensive experience in a senior marketing leadership role, preferably within insurance or financial services? We’re looking for someone to lead AXA Health’s Marketing and Customer Experience (CX) team.

Part of Distribution and Marketing’s senior leadership team, you’ll be responsible for shaping and executing marketing and customer experience strategic vision for the AXA Health brand. You’ll create demand for our brand, products and services. Your role is critical in driving business growth, enhancing customer loyalty, driving greater equity in the AXA Health brand, ensuring customer interactions are both seamless and impactful. In collaboration with Product & Proposition and Distribution teams, you’ll align product and marketing strategies with distribution objectives to maximise demand and increase market share and profitability.

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%) in the future. Away from home means either attendance at either our Tunbridge Wells, Leicester, Bournemouth or Bristol office locations, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

What you’ll be doing:

• Develop and implement a forward-thinking marketing and customer experience strategy that aligns with AXA Heath overall business goals and performance.
• Lead the transformation of customer experience initiatives to enhance satisfaction, engagement, and retention across all customer touchpoints.
• Oversee the development and execution of comprehensive brand strategies that enhance brand equity and market visibility of the AXA Health brand in the UK.
• Leverage customer data and advanced analytics to derive actionable insights that inform marketing strategies and enhance the customer journey, acquisition and retention.
• Own the digital marketing strategy, ensuring the effective use of digital channels to drive engagement, conversion, and customer loyalty.
• Ensure marketing and customer experience initiatives comply with industry regulations and company policies, particularly in relation to data protection and consumer rights.
• Anticipate potential risks and challenges in marketing strategies and develop proactive mitigation plans.
• Inspire and develop a high-performing team of marketing and customer experience professionals, promoting a culture of innovation, accountability, and excellence.

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:

• Extensive experience in a senior marketing leadership role, preferably within the financial services or insurance industry.
• Proven record of successfully leading large teams and managing complex marketing projects that drive business growth and customer engagement.
• Strong understanding of customer experiences, best practices and the ability to implement innovative solutions.
• Exceptional analytical skills with a strong focus on data-driven decision-making and performance measurement.
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels, including executive leadership.
• Visionary leader with a strategic mindset and passion for enhancing customer experiences.
• Results-orientated with a strong focus on driving business growth and performance.
• Collaborative and agile, with the ability to thrive in a fast-paced environment and adapt to changing market dynamics.

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.

Please be aware that this position is a Certified Function roleunder the SM&CR regime, which means the successful candidate will be subject to an enhanced level of background screening requirements.

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 dependent on experience
• Annual company & performance-based bonus
• Perk cash car allowance £6,700
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• Private medical cover
• 28 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
• Wellbeing services & resources
• AXA employee discounts

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. For our support, please send an email to [e-mail].

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Who we are:

At AXA Health, we’re passionate about helping our members to put their health first, whether that’s individuals and families, small businesses, or huge corporates. From fast access to diagnosis and treatment, to guidance and tools that can help them manage their health every day, not just when there’s a problem, our members can be confident we’ll guide them, every step of the way.