Customer Outcomes Testing Manager Bolton, England
Job description
Description
In this role, you will be leading a team of analysts undertaking customer outcomes testing across key business areas (such as sales, service, complaints handling and communications) within AXA Commercial. You will be managing the team and undertaking your own ongoing testing of control processes and procedures, ensuring good customer outcomes and providing confidence that we are satisfying the needs of internal and external governing bodies.
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 40% of your week away from home, either at one of our office locations, visiting clients or attending industry events. This means a mix of working from home and out of a nominated branch or other AXA Commercial office as your “base”.
What you'll be doing:
- Leading, motivating and inspiring your team to do the following:
- Use data to identify where and what customer outcomes need testing
- Undertake testing that measures customer outcomes across various customer touch points, critical business processes and products
- Deliver coherent, comprehensive results back to the business based on your findings
- Present back to key stakeholders through a variety of committees and structures and enthuse them of any need for change
- Support the business in making improvements to ensure better outcomes for our customers
- Ensure delivery of the annual risk-based Customer Outcomes Testing Plan
- Assisting with the wider scope of activities within the Commercial Conduct Risk area
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.
Qualifications
What we're looking for:
- Experience of leading a team, ideally from start-up phase
- Broad business knowledge from within Financial Services sector, with experience within a (commercial) insurance environment preferred
- Quality Assurance/Control experience ideally conducted in insurance previously
- Knowledge of FCA rules and guidance and their practical application; especially in relation to achieving good outcomes for consumers
- A methodical and analytical mind able to work with detailed information
- High levels of accuracy and attention to detail
- A self-starter; driven and action-oriented. Focussed on end goals
- A pragmatic problem solver able to identify solutions
- Strong written and verbal communication skills
- Knowledge of Microsoft Suite of applications
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
What we offer
One of the best things about joining AXA is our rewards package. 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 of £50,000 - £60,000 dependent upon experience
- Annual company & performance-based 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 3 days leave
- AXA employee discounts
- Gym benefits
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 [email protected]
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About AXA
With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.
But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.
You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.
Every large company today talks about supporting diversity and inclusion. But at AXA UK, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference.
Proud to be part of the AXA Group, a global insurance brand and a worldwide leader in financial services, AXA Insurance businesses employ over 5,500 in a network of offices across the UK. Our expert teams care for a huge range of customers, helping them protect their cars, homes and businesses against life’s uncertainties. Whether bought directly, through brokers or through a number of corporate partners, our market-leading products are trusted by millions.
AXA Commercial protects businesses, from multinationals to micro start-ups, giving them the confidence to thrive. We’re currently making our biggest ever investment to develop the expertise and skills we need to be the best. We’re a vibrant community where everyone is supported to learn, develop, and take ownership of their work.
