Marketing & Customer Experience Director

Marketing & Customer Experience Director

Do you have extensive experience in a senior marketing leadership role, preferably within insurance or financial services? We’re looking for someone to lead AXA Health’s Marketing and Customer Experience (CX) team. Part of Distribution and Marketing’s senior leadership team, you’ll be responsible for shaping and executing marketing and customer experience strategic vision for the AXA Health brand. You’ll create demand for our brand, products and services.

Your role is critical in driving business growth, enhancing customer loyalty, driving greater equity in the AXA Health brand, ensuring customer interactions are both seamless and impactful. In collaboration with Product & Proposition and Distribution teams, you’ll align product and marketing strategies with distribution objectives to maximise demand and increase market share and profitability.

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 our Tunbridge Wells, Leicester, Bournemouth or Bristol 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 implement a forward-thinking marketing and customer experience strategy that aligns with AXA Health overall business goals and performance.
• Lead the transformation of customer experience initiatives to enhance satisfaction, engagement, and retention across all customer touchpoints.
• Oversee the development and execution of comprehensive brand strategies that enhance brand equity and market visibility of the AXA Health brand in the UK.
• Leverage customer data and advanced analytics to derive actionable insights that inform marketing strategies and enhance the customer journey, acquisition and retention.
• Own the digital marketing strategy, ensuring the effective use of digital channels to drive engagement, conversion, and customer loyalty.
• Ensure marketing and customer experience initiatives comply with industry regulations and company policies, particularly in relation to data protection and consumer rights.
• Anticipate potential risks and challenges in marketing strategies and develop proactive mitigation plans.
• Inspire and develop a high-performing team of marketing and customer experience professionals, promoting a culture of innovation, accountability, and excellence.

What you’ll bring:

• Extensive experience in a senior marketing leadership role, preferably within the financial services or insurance industry.
• Proven record of successfully leading large teams and managing complex marketing projects that drive business growth and customer engagement.
• Strong understanding of customer experiences, best practices and the ability to implement innovative solutions.
• Exceptional analytical skills with a strong focus on data-driven decision-making and performance measurement.
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels, including executive leadership.
• Visionary leader with a strategic mindset and passion for enhancing customer experiences.
• Results-orientated with a strong focus on driving business growth and performance.
• Collaborative and agile, with the ability to thrive in a fast-paced environment and adapt to changing market dynamics.

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 pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.

Please be aware that this position is a Certified Function role under the SM&CR regime, which means the successful candidate will be subject to an enhanced level of background…