Senior Marketing Customer Experience Manager

AXA Health; Royal Tunbridge Wells; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading health company is seeking a Senior Marketing Customer Experience Manager to enhance customer interactions and satisfaction. This role involves leading a team, interpreting insights, and collaborating across functions to implement effective strategies. Flexible working arrangements are available, with a focus on customer-centric decision-making.

Benefits

Competitive salary dependent on experience

Annual performance-based bonus

Contributory pension scheme (up to 12% employer contributions)

Life Assurance (up to 10x annual salary)

Private health cover

28 days annual leave plus Bank Holidays

Opportunity to buy or sell up to 5 days leave

AXA employee discounts

Gym benefits

Qualifications

• Proven experience in customer experience, preferably in financial services.
• Strong knowledge of insurance and health services.

Responsibilities

• Embed customer-centric strategies in business-wide programmes.
• Collaborate to identify and solve customer pain points.
• Interpret insights for continuous improvement.

Skills

Analytical Skills

Customer-Centric Mindset

Coaching Skills

Communication Skills

Leadership Skills

Relationship Management

Collaboration

Job description

Senior Marketing Customer Experience Manager

AXA Health, Royal Tunbridge Wells, England, United Kingdom

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Senior Marketing Customer Experience Manager

AXA Health, Royal Tunbridge Wells, England, United Kingdom

Join to apply for the Senior Marketing Customer Experience Manager role at AXA Health

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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 attendance at one of our office locations, visiting clients, or attending industry events.

What you’ll be doing:

1. Embed yourself in business-wide programmes to keep customers central to our decision making.
2. Collaborate cross-functionally to defect hunt, using actionable insight to create solutions for pain points and embedding these within the operation.
3. Interpret customer insights, using these to make recommendations for continuous improvement.
4. Help design, embed, and bring to life the customer strategy aligning with our business goals.
5. 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, we reserve the right to close this advert earlier than the listed closing date to manage interest. If you’re interested, please apply promptly.

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 skills.
• Leadership and relationship management skills at a senior level, with the ability to build and influence a network of contacts.
• Strong knowledge of insurance, health services, and health partner products available from AXA and in the marketplace.
• Passion for collaboration, with experience managing cross-functional teams through complex customer and business change.

As a precondition of employment, you must be eligible and authorized to work in the UK.

What we offer:

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

To apply, click on the ‘apply for this job’ button, log in or create a profile to submit your CV. We are an Equal Opportunities Employer and support applicants with disabilities through our Accessibility Concierge. For adjustments, contact [e-mail].

Who we are:

At AXA Health, we help members be the best version of themselves by providing health and wellbeing support. We’re transforming our business with easy, digital experiences and are passionate about helping our members flourish.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other