AXA requires help to reach target #1 position in terms of customer satisfaction through a strong strategic leadership role, supporting Category Managers to improve AXA’s journeys, propositions, entitlements and products to drive outstanding value for the customer and for AXA. 

Play a key role in ensuring our proposition pipeline and governance is delivering growth opportunities, customer experience improvement and risk management confidence.

The role is 12 month contracting role (full time hours) but offer flexibility with hybrid working, you will need to be able to commute to our London and Tunbridge Wells office alternating each week for 1 day per week. 

Key Accountabilities

• Contribute to the Category Plans – understand the category trends. Help set category strategy with category managers. Identify how we will deliver value for customers using customer insight and data. Synthesise broad range of insight, context, information to provide clear recommendations for action.
• Process Expert – full mastery of the Proposition Development Process (PDP), advising colleagues on next best steps, designing and running workshops, strong contribution in governance forums and able to set clear sign off expectations. Run session to up-skill and coach colleagues on strategic, risk and operational needs.
• Process Development – work with colleagues in Commercial, Change and Wellbeing to contribute to projects and PDP 
• Competitive advantage - assess differential between competitor and AXA offerings.  Collate market trends and dynamics.  Refer to customer insight to understand significance of any difference.  Recommend priorities on gap to close / advantages to exploit.
• Delivering Customer Value – be the voice of the customer in the business. Manage cross functional processes for the development of customer value propositions and their progression to market.  Be a champion for unmet customer needs and articulate benefits and reasons to believe as proof points. Partner with colleagues in Commercial and Distribution to drive business outcomes. 
• Innovation – articulate proposition as a promise to the customer across category (delivery to customer needs), product (what we sell, how we deliver it), channel to customer (how we transact) and how we price it.  Support delivery of new products and services by multifunctional teams.  Be led by insight (CX,NPS, VoC, etc.) and driven by clinical best practice and scientific expertise  to deliver new products and services from partners or through internal capabilities. 
• Business – act as internal consultant for Propositions, identifying opportunities volume or value growth across categories.  Clear understanding of premium, RNI and gross margin as levers for value.  Define and track project benefit plans and recommend improvement opportunities to keep us on track for benefit realisation.
• Partners - support relationships with third-party partners to ensure a flow of new ideas, capabilities and scale to our propositions all within our Governance frameworks.  Work with third parties to align pipelines with AXA’s. Take lead role in early-stage negotiations with third parties.
• Governance – familiar with and support all processes and activities maintain AXA policies regarding regulatory and compliance requirements, business continuity and financial integrity and robust systems are in place to monitor & manage adherence.  Be familiar with the tax arrangements around products and impact on the customer. 

Measures

• As required, conduct analysis of the external category performance. Contribution to Category plans.
• Regular quarterly training sessions on the PDP and response to individual queries
• PDP Change log and audit findings
• Competitor reports and recommendations
• Support Category managers in provision of KPIs including NPS, CES, CSAT
• Delivery of innovation tasks that meet customer needs and are compliant with governance.
• Understanding of category revenue & gross margin. Contribution to business cases to articulate revenue and margin growth.  Annual review of pricing.  Benefit plans.
• Partner performance vs KPI and action to correct deviation.
• Support /enact appropriate governance sign -off in product development. Responsible management of budgets.  

Key skills and experience 

• Experience in designing, building and launching innovative, successful propositions into the market
• Strong analytical and process design skills.  Clear ability to synthesise insight and offer clear, actionable recommendations
• Strong customer advocacy and experience in applying insight to innovation.
• Experience in developing and implementing digitally enabled customer journeys with clear focus on customer experience, satisfaction
• Familiarity with clinical solutions is highly desirable.  Specific category expertise is highly valued, but not essential. 
• Strong commercial awareness – able to lead the development of business cases and benefit plans; understands revenue, margin etc.
• Influencing and leadership skills to deliver success across a multi-functional team.
• Resilience, flexibility, intuition, initiative and political awareness of working across multiple stakeholders – able to make sustainable change happen
• Can deal with ambiguity, uncertainty and able to analyse, drawing action orientated conclusions. Able to thrive under pressure.