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Customer Journey Owner
Il y a 6 mois
AXA Partners wants to accelerate on customer journey excellence, with strengthening all the dimensions of customer journey effectiveness across countries and products as a key lever for business.
In that context, AXA Partners is looking for its new **Customer journey Owner F/M.**
Within the customer journey department, the Customer journey Owner is responsible for designing, testing, scaling and continuously improving optimal end to end assistance motor customer journey, in order to deliver both:
- Optimal experience for Customers (measured by NPS)
- Increased efficiency for the company (measured by cost/case).
Reported to the Manager of the Business Line, your main responsibilities are:
- Propose priorities and associated actions plans and governance
- Manage the overall Customer journey plan on his perimeter and regular updates to Excom sponsors
- Define KPIs base lines and ambition
- Work in a methodology of ‘customer journey design’ and often agile working, in a broader project governance
- Analyze customers’ pain points and conduct customer experience surveys, with support of CX Data&Insights team
- Complement this with analysis from operational figures, emotions, competitors, operational/technical capabilities of the company
- ‘Intake’ the strategic needs for AXA: efficiency/automation, frontline agents and networks. The interest and context of the partner is also key.
- With the support of UX/UI, you translate all the above into concrete user experience steps flowcharts, maquettes, and designs. Compatible with real operational processes behind it (that likely need to evolve). You create ensured consistent wireframes, visuals and all types of internal and external graphic elements and the homogeneity of the graphic elements and their conformity with AXA’s guidelines.
- Test concepts, measure and optimize deliverables continuously
- Ensure right adoption and scale with countries together with continuous improvement
**Your Profile**
- You are customer centric with significant experience on digitalization / selfcare
- You are experienced in using Customer journey design approach in an international environment
- You have at least 5 years’ experience
- You speak and write fluent English/French
- Strong “Agile project management” and non-hierarchical stakeholder management skills are mandatory
- Digital-savvy, creative, problem solving, flexible and pragmatic
- You have an analytical mind and you are autonomous
- You are a strong communicator and a team player with ability to work in a “global” international environment
LI-FR
**About AXA**
AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.
Our mission: Empower people to live a better life.
Our values: Customer First, Courage, Integrity and One AXA.
**About the Entity**
AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.
AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.
Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.
**What We Offer**
By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.
Additionally, at AXA, we work to make a real difference to people - when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.
