Senior Marketing Customer Experience Manager

AXA Group; United Kingdom; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is on the lookout for a Senior Marketing Customer Experience Manager to lead a dynamic team focused on enhancing customer satisfaction and retention. This role involves interpreting customer insights to drive actionable improvements and collaborating across departments to ensure a seamless customer journey. With a commitment to flexible working arrangements, this innovative firm values its employees and offers a competitive rewards package. If you're passionate about customer experience and eager to make a significant impact, this opportunity is perfect for you.

Benefits

Competitive annual salary

Annual company & performance-based bonus

Contributory pension scheme

Life Assurance

Private health cover

28 days annual leave plus Bank Holidays

Opportunity to buy/sell extra leave

Employee discounts

Gym benefits

Qualifications

• Proven experience in customer experience, preferably in financial services.
• Strong analytical skills with a customer-centric mindset.

Responsibilities

• Embed customer insights into business-wide programs for decision making.
• Collaborate cross-functionally to identify and solve customer pain points.

Skills

Customer Experience Management

Analytical Skills

Coaching

Communication Skills

Stakeholder Management

Leadership Skills

Relationship Management

Cross-Functional Collaboration

Job description

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

What you’ll be doing:

• Embed yourself in business wide programmes to keep customers central to our decision making.
• Collaborate cross-functionally to defect hunt, using actionable insight to create solutions for pain points and embedding these within the operation.
• Interpret customer insights, using these to make recommendations for continuous improvement.
• Helping design, embed and bring to life the customer strategy aligning with our business goals.
• 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 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:

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

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

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
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• Private health cover
• 28 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
• AXA employee discounts
• Gym benefits

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 adi.stapletonberry @axa-uk.co.uk.

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Who we are:

At AXA Health, we help our members be the best version of themselves by providing access to health and wellbeing support for mind and body. We’re transforming our business by developing easy, efficient, digital experiences for our customers. We’re a collective of specialists passionate about helping our members flourish, whether that’s individuals and families, small businesses or huge corporates.