Customer Journey Owner
il y a 3 semaines
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.
-
Customer Success Manager
il y a 2 jours
Paris, France Board International Temps pleinAt Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 28 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver. We strongly believe every...
-
Account Customer Success Manager
il y a 4 semaines
Paris, France Palo Alto Networks Temps pleinCompany Description **Our Mission** At Palo Alto Networks® everything starts and ends with our mission: Being the cybersecurity partner of choice, protecting our digital way of life. Our vision is a world where each day is safer and more secure than the one before. We are a company built on the foundation of challenging and disrupting the way things are...
-
Global Product Owner
il y a 5 jours
Paris, France AXA Partners Temps pleinWe are looking for a **Global Product Owner F/H** As part of its largest transformation programs, in recent years, AXA Partners has made significant investments and progress towards its ambition of automating Products & Services operations, as well as rationalizing and standardizing its offer. Today, AXA Partners relies on state-of-the art technology...
-
Customer Success Manager
il y a 1 semaine
Paris, France Board Temps pleinAt Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 28 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver.We strongly believe every...
-
Customer Success Manager
il y a 1 semaine
Paris, Ile-de-France Board Temps pleinAt Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 28 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver.We strongly believe every...
-
Customer Success Manager
il y a 4 semaines
Paris, France Board Temps pleinAt Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 28 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver.We strongly believe every...
-
Data Asset Owner
il y a 3 semaines
Paris, France Tata Consultancy Services Temps pleinTata Consultancy Services (TCS) is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 55 years. As part of the Tata group, India's largest multinational business group - TCS has over 614,000 of the world’s best-trained consultants in...
-
Customer Support Coordinator
il y a 7 jours
Paris, France Sweep Temps plein**Sweep is hiring an** **Customer Support Coordinator Intern** **to help us optimize our customer support journey.**: Climate change is the defining issue of our time. By empowering companies with technology that helps them manage their climate impact, we believe Sweep can make a meaningful contribution to a better future for all of us. **Ok, sounds...
-
Product Owner Customer Account
il y a 4 semaines
Paris, France Club Med Temps plein**Product Owner Customer Account (H/F)**: Paris, Île-de-France Region Other **Job ID** R-42120 **Category** IT, Digital Product & Data Group Depuis sa création en 1950 et son invention du concept de vacances tout compris, le Club Med est le leader mondial sur son marché dans un esprit résolument haut de gamme, convivial et multiculturel. Avec près de...
-
Customer Experience Project Manager
il y a 2 jours
Paris, Île-de-France Welcome to the Jungle Temps pleinWe are seeking a talented and motivated team player who can contribute to the growth and success of Welcome to the Jungle, in the context of a team creation dedicated to Customer Experience excellence.As a Senior Customer Experience Project Manager, you will play a crucial role in driving operational excellence and strategic initiatives across the entire...
-
Customer Experience Project Manager
il y a 2 jours
Paris, France Welcome to the Jungle Temps pleinWe are seeking a talented and motivated team player who can contribute to the growth and success of Welcome to the Jungle, in the context of a team creation dedicated to Customer Experience excellence.As a Senior Customer Experience Project Manager, you will play a crucial role in driving operational excellence and strategic initiatives across the entire...
-
Customer Success Manager
il y a 4 semaines
Paris 8e, France Yousign Temps pleinAs a Customer Success Manager, your mission will be to take care of our APP and API clients, working directly with our Lead Customer Success. You will be responsible for the onboarding, the engagement, the expansion and the customer satisfaction of your portfolio. Your objective is to build a relationship of trust with your clients to become the point of...
-
Product Owner
il y a 4 semaines
Paris, France Marlink group Temps pleinAbout us Wherever our customers are in the world, we help them digitalise and optimise their remote business processes using advanced hybrid network solutions and digital technologies. Our teams work together across the globe, using constant innovation, expertise and applied technology to bring systems and people together with a future focus. We push...
-
Customer Success Manager
il y a 4 semaines
Paris, France Rockwell Automation Temps pleinRockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 25,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale,...
-
Director, Customer Value
il y a 4 semaines
Paris, Île-de-France Adobe Temps pleinJOB LEVELM60/P60EMPLOYEE ROLEIndividual ContributorOur CompanyChanging the world through digital experiences is what Adobe's all about. We give everyone—from emerging artists to global brands— everything they need to craft and deliver exceptional digital experiences. We're passionate about empowering people to build beautiful and powerful images, videos,...
-
Customer Data and Targetting Manager
il y a 5 jours
Paris, France AccorCorpo Temps pleinDescription de l'entreprise We are Accor.** **We are a worldwide Augmented Hospitality leader. We are more than 230,000 hospitality experts placing people at the heart of what we do, creating new connections & emotions for our guests, nurturing real passion for service and achievement beyond limits. We’re so much **more than hotels** — **we’re...
-
Customer Data and Targetting Manager
il y a 4 semaines
Paris, France AccorHotels Temps pleinDescription de l'entreprise We are Accor. We are a worldwide Augmented Hospitality leader. We are more than 230,000 hospitality experts placing people at the heart of what we do, creating new connections & emotions for our guests, nurturing real passion for service and achievement beyond limits. We’re so much more than hotels — we’re creating...
-
Product Owner
il y a 4 semaines
Paris 9e, France TestUnMétier Temps pleinTestUnMétier est une start-up spécialisée dans les RH et a pour mission: - D’accompagner les DG/DRH et cabinets de conseil RH dans les enjeux de mobilité professionnelle ; - De faciliter et d'accélérer la mobilité professionnelle interne ou externe des entreprises. Pour cela, nous avons à disposition 1 plateforme modulable pour plusieurs...
-
Conseiller Commercial Fisker, Paris
il y a 4 semaines
Paris, France Fisker Inc Temps pleinAbout Fisker Inc. California-based Fisker Inc. is revolutionizing the automotive industry by developing the most emotionally desirable and eco-friendly electric vehicles on Earth. Passionately driven by a vision of a clean future for all, the company is on a mission to become the No. 1 e-mobility service provider with the world’s most sustainable...
-
Data Asset Owner
il y a 3 semaines
Paris, France Tata Consultancy Services Temps pleinTata Consultancy Services (TCS) is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 55 years. As part of the Tata group, India's largest multinational business group - TCS has over 614,000 of the world’s best-trained consultants...
