Job Description:
AXA is a global leader in financial protection, representing nearly 100 billion Euros worth of turnover across its 3 businesses (Life & Savings, Property & Casualty and Asset Management). AXA Partners, launched in Sept 2015, is a new business unit dedicated to developing AXA’s partnership business that makes up ~10% of the AXA business globally. The mission of AXA partners is to design, implement and manage relationships with selected global partners and support AXA entities to develop successful local partnerships.
For this role, The main partnerships will be articulated around 4 areas, including 3 sector-led divisions (Automotive, Bancassurance, Telco/ Utilities/ Retail/ Digital Platforms and IoT) as well as Transversal Cross-sector Operations, covering topics across sectors (finance, capabilities, governance, and support to community animation).
In addition to leading the definition and implementation of Customer Experience (currently in the Home Business Line) within a context of transformation and digitalization, I leverage the voice of the customer to drive change and adapt processes, channels, and communications to the needs of the end customer. I advise and support both Transformation and Operations teams to deliver the best Customer Experience.
-
Expand the digital offering to new partners and enhance the use of existing assets through continuous improvement, using data analytics and customer experience as the foundation.
-
Quantify the impact of digital assets and their adoption by customers and users.
-
Analyze the assets of competitors and other leading companies in customer communication and experience to identify best practices in this and other sectors.
-
Design customer experiences, processes, communications, products, tools, etc., to define and implement a Customer Journey tailored to their needs.
-
Conduct Customer Experience studies (qualitative, design thinking, etc.) to support product and process definition.
-
Support the transformation and digitalization of operations with a customer-centric approach.
-
Analyze Pain Points and Root Causes.
-
Develop and monitor action plans focused on improving customer satisfaction.
-
Manage customer experience improvement projects, as well as internal efficiency initiatives.
-
Define customer communication guidelines (golden rules, tone, etc.).
-
Review and adapt end-customer communications for products and services.
-
Review and align end-customer communications across different customer touchpoints (SMS, websites, IVR voice prompts, scripts, etc.).
-
Manage across departments, working with Group teams and local departments.
-
Analyze the impact of implemented actions.
What you’ll bring:
Profile we are looking for:
-
Experience: Experience in claims management communication (end to end). Project management and Operations. Database management skills. advanced Excel.
-
Structured thinking - process oriented.
-
Languages: Fluent in English; any other language is a plus.
-
Analytical thinking and synthesis skills. Root cause analysis and action plan definition.
-
Abylity to organise, plan and manage operational teams
-
Claims management - multichannel experience (social media, emails, etc).
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.
We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters.
Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)
