AddressLocation: France (Malakoff or Balma) or Ireland (Shannon)
We are currently looking for a Customer Experience Manager to join the AXA Partners Credit & Lifestyle Protection Customer Experience (CX) team.
This team is responsible for:
- Managing the Voice of the Customer (VoC) program, evaluating various customer touchpoints, and providing key insights on service from the customer's perspective to internal and external stakeholders.
- Supporting and administering the "Voice of the Customer" program in 17 European and South American countries, with a particular focus on the French market.
You will play a key cross-functional role in ensuring all Customer Experience touchpoints are active, including customer surveys, internal quality assessments, and claims analysis. You will derive key insights on customer journeys to share strengths and potential improvement opportunities with internal teams, primarily Operations. You will support the initiative to go beyond Customer Experience at the claims level as a listening post. You will contribute to improving the entire end-to-end customer journey in France, in collaboration with the Customer Journey Manager. You will be responsible for regular monitoring and reporting of Customer Experience metrics through the production and publication of detailed reports.
Your responsibilities will include:
- Promoting and fostering a customer-centric culture and mindset
- Demonstrating the ability to drive improvement and change
- Conducting root cause analysis, identifying pain points, and implementing continuous improvement actions
- Providing conclusions and recommendations on service strengths and improvement opportunities
- Assisting in deploying action plans based on the needs and capabilities of internal business units (operations, sales, legal, training, digital, etc.) and external stakeholders (delegated management, insurance agent, insurance broker, financial institution, business partner, etc.)
Your main missions will include, among others:
Monitoring end-to-end Customer Experience:
- Customer satisfaction survey program
- Daily sampling of claims management and quality analysis
- Root cause analysis of claims
- Customer journey mapping
Supporting the regional Customer Experience strategy by actively participating in various internal forums with an international assembly of stakeholders, sharing Customer Experience perspectives
Managing distribution lists for customer surveys, analyzing survey responses, and developing improvement plans based on the results to enhance customer journeys, in collaboration with key internal or external stakeholders
Documenting quality control results, process deviations, and root cause analysis to enable the Operations team leader to provide feedback to team members based on reliable data. Working closely with Operational leaders to execute their service action plans
Collaborating with Operational teams and their managers to promote and facilitate continuous improvement
Collaborating with the Customer Journey Manager on continuous improvement based on customer feedback
Analyzing and interpreting key Customer Experience performance indicators and trends to support decision-making at the national level and to share regionally
Providing regular reports to external partners and management teams, as needed
Supporting Operations or other departments' processes, as required...
Your Profile
Profile required:
Profile required:
Fluent in English and French
More than 3 years' experience in Customer Experience within Operations
Excellent knowledge of Microsoft Excel and PowerPoint
Ability to identify trends, perform root cause analysis and provide recommendations
Innovative thinking and promotion of service improvement
Effective management of a demanding and varied workload
Strong analytical skills, attention to detail and verifiable results
Experience of working with a variety of audiences in different departments
Customer focus and passion for service excellence
Autonomy, commitment, good time and pressure management
Excellent interpersonal and communication skillsAXA Partners is equally committed to diversity & inclusion.
Join a company that helps protect forests! At AXA Partners, we plant a tree for every new recruit. To find out more about the Reforest program, click here
#LI-FR
Translated with DeepL.com (free version)
nagement- Excellent interpersonal and communication skills
AXA Partners is committed to diversity and inclusion, on an equal basis.
Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract). Learn more about the Reforest Program here
About AXA
AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.
Our mission: Empower people to live a better life.
Our values: Customer First, Courage, Integrity and One AXA.
About the Entity
AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.
AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.
Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.
What We Offer
By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.
Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.
