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We are proud to have partnered with AXA UK
We are proud to have partnered with AXA UK, who are seeking an exceptional Customer Director to play a pivotal role in shaping and accelerating its enterprise-wide customer agenda. Reporting to the Chief Customer Officer, this strategically significant position sits within AXA's Customer Centre of Excellence and operates across multiple business lines including Health, Retail and Commercial.
This is a highly influential leadership opportunity
This is a highly influential leadership opportunity for a customer-centric executive who combines commercial acumen, strategic vision and the ability to drive change across complex organisational environments. The successful candidate will play a key role in strengthening AXA's understanding of its customers, advancing a more joined-up customer strategy and translating insight into measurable business growth.
This is an opportunity to shape the customer agenda
This is an opportunity to shape the customer agenda at one of the UK's leading insurance and healthcare organisations. As Customer Director, you will have a platform to influence enterprise-wide strategy across Health, Retail and Commercial businesses, helping AXA deliver more connected, personalised and commercially impactful customer experiences.
AXA UK is a major player
AXA UK is a major player in the UK insurance and healthcare market and forms part of the AXA Group, a global leader in insurance and financial protection. Serving customers across Health, Retail and Commercial businesses, AXA UK is recognised for its commitment to customer-focused innovation, operational excellence and sustainable growth. The organisation is continuing to invest in its customer agenda, leveraging data, insight and technology to create more connected, personalised experiences and stronger long-term customer relationships.
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The Opportunity
AXA is continuing to evolve its customer strategy with a focus on:
- Strengthening customer understanding across product and business boundaries.
- Driving retention, customer growth and cross-sell opportunities.
- Advancing a more integrated Single Customer View (SCV).
- Leveraging customer insight, data and analytics to inform strategic decision making.
- Creating stronger alignment across business units around shared customer priorities.
Key Responsibilities
The Customer Director will:
- Help shape and influence AXA's enterprise customer strategy.
- Build alignment and momentum around key customer priorities across the organisation.
- Translate customer insight into actionable initiatives that improve customer outcomes and commercial performance.
- Champion customer-centric thinking across multiple stakeholders and business functions.
- Support the continued development of AXA's customer data and insight capabilities, including progression towards a stronger Single Customer View.
- Connect customer strategy directly to business value, growth and long-term performance.
The Leadership Challenge
This role requires an individual who thrives in complexity and can successfully deliver change through influence. The successful candidate will need to build credibility quickly, navigate competing priorities and engage senior stakeholders across the organisation to drive meaningful progress against the customer agenda. We are particularly interested in individuals who can demonstrate a track record of delivering enterprise-wide transformation without relying on hierarchical authority.
Candidate Profile
We are seeking senior customer leaders who can demonstrate:
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- Experience shaping enterprise-level customer strategy.
- A strong understanding of how customer initiatives drive commercial outcomes, including retention, growth and customer lifetime value.
- Proven success influencing senior stakeholders within large and complex organisations.
- Experience leading customer transformation programmes and driving organisational change.
- Executive presence, credibility and the confidence to challenge constructively.
- Exceptional communication and storytelling skills, with the ability to simplify complexity and inspire action.
Sector Background
Experience within insurance would be advantageous but is not essential. We welcome interest from candidates across broader financial services sectors including banking, wealth management and other customer-led organisations where scale, complexity and transformation have been central to their remit. Relevant backgrounds could include customer strategy, customer transformation, customer growth, customer insight and analytics, proposition development, digital customer experience and AI-enabled customer initiatives.
What Will Differentiate Successful Candidates?
Beyond technical capability, AXA is looking for a leader who brings energy, authenticity and the ability to create followership. The successful individual will combine strategic thinking with pragmatic execution, demonstrating both executive gravitas and a genuine passion for improving customer outcomes. Ultimately, the strongest candidates will be able to demonstrate that they have successfully transformed customer agendas at scale, influenced senior decision-makers they did not directly manage, and delivered tangible commercial impact through customer-led strategies.
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