Senior Marketing Customer Experience Manager

Redefined Ltd; Royal Tunbridge Wells; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is looking for a Senior Marketing Customer Experience Manager to lead a dynamic team focused on enhancing customer satisfaction. This role involves translating insights into actionable strategies while promoting a flexible work environment that balances remote and office work. You will collaborate across functions to identify pain points and implement solutions, all while fostering a customer-centric culture. If you are passionate about creating exceptional customer experiences and have a strong background in customer experience management, this opportunity is perfect for you.

Benefits

Competitive salary based on experience

Annual performance-based bonus

Contributory pension scheme (up to 12%)

Life Assurance (up to 10x salary)

Private health cover

28 days annual leave plus Bank Holidays

Option to buy or sell up to 5 days leave

Employee discounts and gym benefits

Qualifications

• Proven experience in customer experience, ideally within financial services.
• Strong analytical skills and a customer-centric approach.

Responsibilities

• Embed yourself in company-wide programs to ensure customer-centric decision-making.
• Collaborate across functions to identify pain points and implement solutions.

Skills

Customer Experience Management

Analytical Skills

Communication Skills

Stakeholder Management

Leadership

Education

Experience in Financial Services

Experience in Transformation Projects

Job description

Description

Are you passionate about creating exceptional customer experiences? We are seeking a Senior Marketing Customer Experience (CX) Manager to lead a team of Customer Experience Managers. In this role, you will translate insights into actionable strategies to enhance customer satisfaction and retention, representing our customers' voices across AXA Health.

At AXA, we promote a flexible work environment, allowing our employees to balance home and office work effectively. You will work at least 40% remotely, with the majority of your workweek from September 2025 onwards, attending offices, visiting clients, or participating in industry events as needed.

Key Responsibilities:

1. Embed yourself in company-wide programs to ensure customer-centric decision-making.
2. Collaborate across functions to identify pain points and implement solutions based on actionable insights.
3. Interpret customer data to recommend continuous improvements.
4. Assist in designing and implementing the customer strategy aligned with business goals.
5. Share best practices and insights across the AXA group to foster CX development.

We are open to flexible working arrangements, which can be discussed during the hiring process.

Qualifications:

1. Proven experience in customer experience, ideally within financial services or transformation projects.
2. Strong analytical skills and a customer-centric approach.
3. Excellent coaching, communication, and stakeholder management abilities.
4. Leadership experience at a senior level with the ability to influence networks.
5. Knowledge of insurance, health services, and health partner products, both from AXA and the wider marketplace.
6. Passion for collaboration and experience managing cross-functional teams through complex changes.

Applicants must be eligible to work in the United Kingdom.

What We Offer:

• Competitive salary based on experience
• Annual performance-based bonus
• Contributory pension scheme (up to 12%)
• Life Assurance (up to 10x salary)
• Private health cover
• 28 days annual leave plus Bank Holidays
• Option to buy or sell up to 5 days leave
• Employee discounts and gym benefits

To apply, click 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 AXA Accessibility Concierge. For assistance, email [e-mail].

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Who We Are:

At AXA Health, we support our members' wellbeing by providing accessible health and mental health services. We are transforming our business with innovative digital experiences, driven by a passionate team dedicated to helping individuals, families, and organizations thrive.