AXA UK
Head of Customer Value Management
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Job Overview
We’re seeking a strategic Head of Customer Value Management to lead AXA Insurance’s customer-focused initiatives. In this pivotal role, you’ll define and drive the customer strategy across Retail and Commercial segments, maximising customer lifetime value through innovative segmentation, personalised engagement, and data-driven decision making. You’ll ensure customer insights translate into actionable commercial outcomes, reinforcing AXA’s position as a trusted, customer-focused insurer.
Key Responsibilities
- Develop and own AXA’s customer value management strategy, aligned with business goals and AXA Group priorities.
- Establish and embed customer segmentation, lifetime value and profitability frameworks into commercial decision-making.
- Drive cross-sell and upsell strategies to deepen customer relationships and increase product penetration.
- Own the customer retention strategy, moving towards proactive, value-led retention approaches.
- Set the strategic direction for CRM (customer relationship management) and personalised customer engagement, ensuring measurable value and continuous improvement.
- Translate customer insight into strategic priorities and develop predictive capabilities to enhance decision making.
- Lead innovation in AI-enabled customer solutions and deliver AXA’s approach to generative engine optimisation (GEO).
- Create a high-performing, inclusive team culture focused on customer obsession, experimentation, and results.
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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%) from December 2026. Away from home means attending our Stratford, London 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
- Proven expertise in customer value management, CRM and customer growth within complex or regulated environments is essential.
- Demonstrable experience in developing customer segmentation, lifetime value and profitability models is required.
- Success in implementing retention, lifecycle management, and cross-sell and upsell strategies.
- Ability to manage and support multi-disciplinary teams and collaborate effectively with senior stakeholders in a complex matrix environment.
- Experience working with customer 360 data, analytics, propensity to buy modelling and AI-driven decisioning such as next best action (NBA).
- Knowledge of emerging customer channels, SEO, GEO, and digital marketing strategies.
- Strong commercial acumen with the ability to identify and prioritise growth opportunities.
- Outstanding influencing and stakeholder management skills.
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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 jennifer.manuel@axa-uk.co.uk.
We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.
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