Digital Customer Experience Executive - 9 month FTC

Do you have an interest in Digital Customer Experience If youre customer focused and able to analyse data to drive insights this could be an excellent development opportunity for you. Were seeking someone creative to join our Digital Customer Experience team to assist with continuous development of Direct Retails Customer Experience (CX) capability end to end from browsing through to claims.

Youll use your understanding of general insurance products to support the development and delivery of a roadmap to improve customer experience and deliver good customer outcomes.

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. Youll 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 either our Middlesbrough or Redhill office locations visiting clients or attending industry events.

Were also happy to consider flexible working arrangements which you can discuss with Talent Acquisition.

What youll be doing:

• Support our endtoend CX for online sales customer service and retention journeys for Direct Retail and testing the experience to ensure its the best it can be for customers before go live.
• Project and small change delivery to focus on improvements to the online sales service and retention journeys.
• Manage and support BAU and governance processes including warranty defect and small change.
• Analyses digital performance against agreed goals to gain data driven insight and establish improvements to the online journey.
• Establish new or innovative approaches to improve online customer experience and learn from conversion optimisation insights.
• Build close and collaborative relationships with business stakeholders internal and external to ensure the successful development and implementation of digital initiatives.
• Contribute to the delivery of our operational plan and roadmap.

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 were able to effectively manage interest. Therefore if youre interested in joining us at AXA please dont hesitate to apply.

What youll bring:

• Thorough understanding of general insurance products with experience of personal lines business essential.
• Customer focused and able to analyse data to drive insights. Able to create ideas and work with stakeholders to deliver essential.
• Understanding of the digital landscape within financial services and insurance past present and future.
• Good understanding of agile UAT testing and customer experience principles.
• Highly commercially aware ability to evaluate financial business cases and modelling.
• Able to prioritise based on commercial and customer benefits see through to delivery and communicate results.
• Excellent relationship skills strategic thinking and problemsolving capability.

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.

This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to preemployment screening checks the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.

What we offer:

At AXA UK were 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 of up to 40000
• Discretionary company & performancebased bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• 25 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 youll then need to log in or create a profile to submit your CV. Were proud to be an Equal Opportunities Employer and dont discriminate against employees or potential employees based on protected characteristics. If you have a longterm condition or disability and require adjustments during the application or interview process were proud to offer access to the AXA Accessibility Concierge. For our support please send an email to

#LIHybrid

Who we are:

AXA Retail helps people live the life they love knowing weve got their back at home and on the road. Our people are vital to us becoming more digital faster and easier to access. Were a dynamic team of experts completely committed to making sure our customers get back to the good stuff when the unexpected happens.