Do you have demonstrable expertise in forecasting, capacity modelling, and aligning resource plans coupled with excellent stakeholder management? We’re seeking a Resourcing Planning Change Manager for our Customer Service Operations team here in AXA Health. You’ll provide a structured and strategic approach to managing and undertaking all planning activities and work packages supporting change and transformation across operational areas. You’ll ensure activities remain aligned with broader transformation initiatives and that the impacts of change on resourcing, workflows and contact centre system are fully understood.

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

We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

What you’ll be doing:

Develop and maintain a dynamic, comprehensive planning roadmap that integrates all ongoing and upcoming change initiatives, ensuring visibility of impacts on customer and colleague experiences.
Lead the end-to-end change planning lifecycle, from initial scoping, impact assessment, to execution and post-implementation review, ensuring initiatives are seamlessly embedded within existing operational frameworks whilst championing continuous improvement.
Conduct thorough impact assessments for all change projects, evaluating effects on capacity, resourcing, skills, technology, training requirements, and monitor budget impacts, while ensuring alignment with strategic priorities. Monitor budget impacts for change initiatives
Act as the primary owner of planning work packages, coordinating cross-functional activities, and ensuring timely delivery of milestones, benefits realisation, and project closure.
Proactively identify and evaluate risks throughout the change lifecycle, developing mitigation strategies and contingency plans to safeguard operational stability and service delivery.
Collaborate with senior stakeholders to develop and refine resource plans that align with strategic capacity targets, ensuring the right skills are available at the right time to support transformation goals.
Ensure resourcing strategies are aligned with operational needs and long-term estate design, supporting scalable and flexible workforce models.
Integrate change impacts into monthly forecasting and planning cycles, ensuring that assumptions, risks, and known impacts are accurately reflected to support medium and long-range outlooks and aid informed decision-making.

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:

Expertise in forecasting, capacity modelling, and aligning resource plans to long-term business strategy coupled with the ability to assess operational impacts across people, process, Contact Centre technology, and performance dimensions.
Strong analytical skills to interpret complex data sets and translate insights into actionable plans.
Proficiency in building and interpreting planning models to evaluate multiple change scenarios, with the ability to identify, escalate, and mitigate planning risks while ensuring alignment to business frameworks.
Skilled in influencing and collaborating with cross-functional teams in matrixed organisations, balancing multiple stakeholder priorities.
Experience in integrating planning inputs across multiple initiatives and managing interdependencies and compound impacts.
Understanding of financial planning, cost-benefit analysis, and tracking transformation ROI.
Knowledge of trial design, resource control groups, and defining operational planning success metrics for change initiatives.
Proven expert in resource and capacity planning / planning transformation ideally within customer-facing or service operations, working within a complex environment with proficiency in planning platforms (e.g., Anaplan, Excel modelling, Power BI, or similar tools).

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 up to £55,000 dependent on experience
Annual company & performance-based bonus – on target 10% (range 0-30%)
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
Wellbeing services & resources
AXA employee discounts

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 health condition or disability and require reasonable 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 tanzeela.mehjabeen@axa-insurance.co.uk.

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.

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