About AXA:
AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.
AXA Retail helps people get back to the good stuff with quick, fuss-free home and car insurance and brilliant customer service.
Job overview:
We’re looking for a collaborative Partnerships Business Partner to support our AXA Insurance growth strategy. You’ll work closely with stakeholders across the Partnerships Team, Operations, Claims, and Direct teams to enhance customer experience, drive innovation, and improve processes. This role involves managing new and existing partnerships, supporting new initiatives, and ensuring smooth day-to-day operations. Reporting to the Head of Partnerships – Operations and Claims, you’ll have the opportunity to influence service delivery and help deliver positive outcomes for our customers and the business.
Key responsibilities:
- Drive the AXA UK general insurance strategy by working collaboratively with other teams to ensure we deliver the best customer experience.
- Manage new and existing partnerships with Operations and Claims teams.
- Support Operational and Claims Customer Services Managers with issues, tracking them through to completion and reporting these to the Partnership Leadership Team.
- Work closely with new and existing external partner stakeholders, ensuring they are fully engaged, and relationships remains strong.
- Monitor partner customer engagement, journey pain point ratings, contact rates/reasons, service levels, open claims and complaints.
- Work closely with the engineering teams to drive innovation and automation across all partner and AXA customer interactions to reduce manual process and improve our digital first service model.
- Data analysis, presenting insight and making recommendations, by gathering from multiple sources within the business in order to provide regular reporting for Customer MI.
Work arrangements:
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 attending the office, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.
Your skills & experience:
- Operations (Sales, Service) and Claims experience within Motor and Home insurance.
- Proven track record in contact centre transformation and continuous improvement.
- Knowledge of Sandpiper, E-care, Genesis, Guidewire systems are beneficial.
- Data analysis ability to interpret multiple sources and generate actionable insights.
- Experience creating reports, dashboards, and updates for diverse audiences.
- Comfortable working in fast paced, agile environments.
- Skilled in logging, tracking, and managing service, IT, and risk issues.
- Excellent stakeholder engagement and influencing skills.
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 pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.
How to apply:
To apply, click on the ‘apply now’ 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 condition or disability and require 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].
We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.
#LI-Hybrid
