UX & Products Adoption Officer

Job Description:

About the job

Job purpose

The UX Change Designer/Manager at AXA GO drives the adoption of user-centric practices across global entities and ensures that UX principles are consistently integrated into the design and delivery of AXA Group's internal products and services. The role promotes a UX-first mindset, aligns teams around common standards, and supports AXA GO's mission to deliver simple, efficient, and intuitive digital solutions for users across the Group. Acting as a connector between business teams, IT, governance, and delivery units, the UX Change Designer/Manager leads research, communication, and change-management activities that enable AXA GO to reach a higher level of UX maturity.

Main missions

Your responsibilities include:

1. UX Culture & Mindset Transformation

2. Champion UX culture across AXA GO by raising awareness of the value of customer-centric design in global programs and platforms.

3. Provide coaching, presentations, and workshops to teams to help them understand UX fundamentals and how to adopt them in daily work.

4. Act as a visible advocate for UX within AXA GO and across entities, helping shift teams' mindset toward user outcomes and simplicity.

5. Research & Insights Across Entities

6. Conduct qualitative and quantitative research to understand user needs, pain points, and operational realities inside AXA.

• Map internal processes, workflows, and cross-entity interactions to identify opportunities for UX improvements.
• Consolidate research insights into structured recommendations that feed into global roadmaps and product teams.

1. Cross-Functional Alignment & Collaboration

2. Partner with IT delivery teams, product owners, architects, and governance to embed UX requirements into projects from the start.

3. Translate business needs and user insights into clear UX expectations for IT teams.

4. Build strong relationships with entity representatives to ensure alignment and collaborative decision-making.

5. UX Strategy & Change Management

6. Define and maintain AXA GO's UX transformation roadmap, aligned with Group standards, global governance, and strategic initiatives.

7. Drive change-management activities to ensure smooth adoption of UX improvements across teams and entities.

8. Support the creation or refinement of UX standards, guidelines, and best practices for AXA GO.

9. Problem Solving & Experience Improvement

10. Identify UX issues in current tools, processes, or platforms and propose actionable solutions.

11. Work with delivery teams to prioritize UX improvements based on user impact and Group strategy.

12. Support teams in designing user-focused workflows, simplifications, and process optimizations.

13. Measurement, Reporting & Value Demonstration

14. Define KPIs to track UX maturity, engagement, and impact of change initiatives.

15. Provide regular reporting to AXA GO leadership on progress, success metrics, and recommended next steps.
16. Present results to senior leaders and the board to demonstrate the added value of a dedicated UX Change Design/Management function.

Expected skills & experience

We are looking for someone with the following experience and skills:

• Strong understanding of UX principles, research methodologies, and UX maturity frameworks.
• Excellent communication and presentation skills, capable of influencing diverse stakeholders in a global, matrixed organization.
• Experience working in complex environments with multiple entities, disciplines, and governance layers.
• Ability to translate user insights into strategic recommendations and operational actions.
• Change management mindset: able to guide teams through new ways of working and behavioral change.
• Strong analytical, critical-thinking, and problem-solving skills.

What we offer

We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide and we're committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or people of different origins) and to promoting Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect, and where individual differences are valued.