AXA Health have a great opportunity to join the Claims Oversight and Protection Department as a Member Outcomes Specialist on a 6 month secondment within the Customer and Colleague Success area.
You’ll play a crucial part in analysing insights and feedback from various sources to identify and address key pain points impacting our members' experiences. You’ll be responsible for conducting in-depth analyses, delivering problem statements, and providing actionable recommendations for continuous improvement.
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%) in the future. Away from home means either attendance at one of our office locations, visiting clients or attending industry events.
We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.
What you’ll be doing:
- Ensure that member and colleague feedback and insight is being used to drive change and improvements to member experiences and outcomes.
- Identify specific pain points in the member journey through root cause analysis and connect with the business to turn insight into tangible actions with measurable outcomes and operational improvements.
- Ensure timely and accurate completion of BAU complaints reporting and work with the Data teams to enhance reporting where possible.
- Support the wider business by effectively managing ad hoc data and insight requests.
- Planning, prioritising, and delivery of initiatives.
- Be visible, by spending time in the customer and colleague worlds, maintaining an up-to-date view of the experience and building on your own knowledge to become subject matter experts across various channels.
- Build relationships with stakeholders and the wider organisation, be an advocate for the team.
- Support in facilitating workshops and managing follow-up activities.
Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest. Therefore, if you’re interested in joining us at AXA, please don’t hesitate to apply.
What you’ll bring:
- Ability to understand, interpret and communicate data to business stakeholders is essential.
- Experience in business process mapping and continuous improvement methodologies.
- Complaints process and customer journey experience is preferred.
- Awareness of the agile way of working and able to flex according to business needs.
- Energised by relationship building and problem solving and have excellent influencing skills.
- Ability to contribute to the creation of an environment that motivates individuals to work collaboratively as a team
- Excellent time management, organisation, and planning skills with a keen attention to detail.
- Strong MS Excel skills and experience with Power BI and other data tools is beneficial.
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.
For an overview of this role, please contact Rebecca Farquharson, Claims Oversight and Protection Manager at
[email protected].
What we offer:
At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:
- Competitive annual salary dependent on experience
- Annual company & performance-based bonus
- Contributory pension scheme (up to 12% employer contributions)
- Life Assurance (up to 10 x annual salary)
- Private health cover
- 25 days annual leave plus Bank Holidays
- Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
- Wellbeing services & resources
- AXA employee discounts
To apply, click on the ‘apply for this job’ 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 health condition or disability and require reasonable 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
[email protected].
Who we are:
At AXA Health, we help our members be the best version of themselves by providing access to health and wellbeing support for mind and body. We’re transforming our business by developing easy, efficient, digital experiences for our customers. We’re a collective of specialists passionate about helping our members flourish, whether that’s individuals and families, small businesses or huge corporates.
