Head of Customer Experience and Communications - Weybridge, United Kingdom - AXA

AXA

Verified Company

Weybridge, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Description:

It's an exciting time to join the team here at AXA Retail, with significant investment and digital development planned right across the business.

We have an opening for a talented person to join the Customer and Propositions team on a permanent basis.

The Head of Customer Experience and Communications will be responsible for a team of around 20 fantastic people to develop and deliver best in class, frictionless customer experiences and communications across all 3 AXA brands that drive good customer outcomes and commercial benefits.

At AXA we're adopting a Hybrid way of working, empowering our people to balance their time between home and our Weybridge and Ipswich days per week depending upon location and London office once a month, in a way that works best for them, their team, and our customers.

What you'll be doing:

Driving and executing the digital customer experience and communications strategy across 3 AXA brands.

Responsible for delivering great commercial outcomes across new business, renewal and servicing whilst ensuring all customer needs, including vulnerable customers are considered and good customer outcomes are achieved.

Digital and communication optimisation - driving a programme of website and communication optimisation initiatives to optimise performance based on analysis, AB tests and latest competitor and industry developments.

Driving a step change in digital analytics, measuring and monitoring the effectiveness of our customer journeys and communications and promoting data led enhancements.

Provide direction oversight and governance to ensure appropriate processes and systems are in place for the performance management of digital customer journeys and communications against commercial, customer KPI's and to demonstrate compliance with internal audit processes, relevant legislation and regulations such as Consumer Duty are adhered to.

Leading on end-to-end customer communication and engagement focused plans segmented by Customer life time value, aimed at measurably increasing customer retention, marketing opt in and customer satisfaction at all stages of the customer lifecycle.

Own, execute, forecast, and report on digital customer acquisition and retention strategy and performance for everyday paid digital channels, including PPC, SEO and other acquisition activity as required.

Responsible for multi
- channel/touchpoint integration - to ensure end to end consistency and seamless customer experience driving good customer outcomes.

Extensive experience of leading and managing larger teams, developing talent and high performing culture Thorough understanding of general insurance products, in particular personal lines business Thorough understanding of the digital landscape within the FS/ insurance category and awareness of trends across wider industry segments Extensive experience of managing, improving and mapping customer journeys and experiences and driving customers to digital interactions Highly commercially aware, ability to understand and evaluate financial business cases/plans and modelling Track record of success in financial and operational performance of customer driven projects.

Digital Marketing, acquisition and retention experience Proven track record of successfully planning and executing paid digital media to meet pre-agreed targets.

Experience of using customer research and analytics to inform testing approach within a journey, key messaging and creative for marketing, having used Google Analytics and/or similar analysis tools.

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

One of the best things about joining AXA is our rewards package.

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) 28 days annual leave plus Bank Holidays Opportunity to buy up to 5 extra days leave or sell up to 3 days leave AXA employee discounts Gym benefits

Qualifications:

Qualifications
Degree or equivalent in Business management/studies or equivalent Professional Marketing Qualification preferred (e.g. Digital, IDM, CIM) Able to lead and inspire the team and develop talent.

Customer-first attitude Driven, focused and able to manage multiple projects and timelines Thought leadership and ability to define a vision/strategy and execute against defined targets.

Strong numerical skills with the ability to uncover and communicate actionable insights.

Ability to create clear strategy and deliver against it with clear direction and drive Effective communicator that builds strong internal and supplier relationships.

Commercial acumen and customer focus. Excellent communication and presentation skill. Ability