About AXA:
AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.
AXA Retail helps people get back to the good stuff with quick, fuss-free home and car insurance and brilliant customer service.
Job overview:
You’ll work with Voice of the Customer Manager to manage and develop the voice of the customer programme for AXA Retail and AXA Partnerships. You’ll deliver actionable customer insights, used to inform key business decisions and improve the customer experience. These will align and contribute to achievement of AXA Retail’s strategy, plans and targets. This role is a 6-month fixed-term contract.
Key responsibilities:
- Deliver ongoing customer satisfaction monitoring including implementation, delivery and management of customer surveys.
- Create data samples of customers to be surveyed. Manage quality and storage of data. Report results and insights to stakeholders.
- Manage customer review surveys on Trustpilot, including sampling and reporting.
- Assist Insight team with delivery and analysis of primary, secondary and ad-hoc research, including customer panels and communities.
- Liaise with external voice of the customer and research agencies to ensure AXA is receiving the service required and all requirements are being met. When service is not met, manage resolution.
- Identify key trends in customer data and provide recommendations, improvements and methods for the customer to feedback.
- Work with the Voice of the Customer Manager to identify any new opportunities and methods of listening to our customers and drive implementation of these.
Work arrangements:
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 two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending either our Ipswich or Middlesborough offices, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.
Your skills & experience:
- Experience within a research or insight role.
- Experience of improving customer satisfaction.
- Hands of experience of using Microsoft Excel to produce formulae, automated reports, graphs and charts is needed.
- Knowledge of analysis and interpretation of data and tracking data.
- Stakeholder management and influencing skills. Confident working with senior stakeholders.
- Proactive and creative approach to problem solving.
- Organised and self-motivated.
- Able to work to tight deadlines and manage multiple deliverables.
Internal candidates are encouraged to apply for this role as a secondment opportunity through the internal careers site.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
How to apply:
To apply, click on the ‘apply now’ 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 jennifer.manuel@axa-uk.co.uk.
We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.
