AXA Retail and AXA Insurance are on an amazing journey and we currently have an opportunity for a Head of Direct – Existing Customers. You will be a critical part of the Team responsible for setting our existing customer strategy for Direct to deliver customer and commercial outcomes in line with our financial plans, group targets and brand strategy.

This role will give you a great opportunity to contribute toward and develop our approach to customer loyalty and engagement to maximise lifetime value and customer satisfaction. At AXA we’re adopting a Hybrid way of working, empowering our people to balance their time between home and their local office in a way that works best for them, their team and our customers. (Applicants requesting P/T and/or job share will be considered).

What you’ll be doing:
Own the development of our existing customer strategy, ensuring it aligns with the overall business strategy and Financial Plan targets (and associated underlying KPIs).

Own our approach to loyalty schemes, fee strategy, upsell / cross sell and winback to maximise Lifetime Value in a predominantly PCW dominated market.

Develop our approach, with the proposition team, to develop our staff insurance proposition.

Own the management of our closed book approach, ensuring compliance with General Insurance Pricing Practices rules.

Work with and influence the functional leaders within the business to ensure alignment of the target parameters, with particular focus on marketing efficiency, digital & offline customer journey metrics and customer experience.

Recruit, develop and motivate a high calibre team

Responsible for excellence in relationship management; change management; commercial performance management; strategy execution. Including Monitoring of Competition and Commission levels


ACII and/or equivalent business degree qualifications. (Desirable)

Thorough understanding of UK general insurance, in particular direct personal lines products, current direct market conditions and competitor landscape

Clear understanding of the UK regulatory environment

Commercially astute, able to understand and evaluate financial performance, business cases/plans, budgets and forecast modelling.

Operates with gravitas and can influence effectively at all levels of AXA I and Partner businesses to deliver change and commercial success

An exceptional leader, acting critically to maximise the impact of the team and create a high-performance culture

High level of customer focus and understanding of customer needs, segmentation and insights

Able to effectively manage a diverse team across multiple disciplines

Excellent communication and presentation skills, both oral and written

Significant demonstrable experience at a senior management level within distribution/commercial/target driven environment

Results and data focused, with a demonstrable track record of hitting revenue and profit targets through insight driven action

Innovation in execution, with a history of delivering innovative/data led solutions to solve business problems

Customer centric approach with a deep understanding of how best to leverage customer segmentation in solution design (products, services, etc)

Distribution, P&L, Channel management and Project/change management experience

What we offer

One of the best things about joining AXA is our rewards package. 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 qualifications and experience

Annual company & performance-based bonus

Car Allowance

Contributory pension scheme (up to 12% employer contributions)

Life Assurance (up to 10 x annual salary)

28 days annual leave plus Bank Holidays

Opportunity to buy up to 5 extra days leave or sell up to 3 days leave

AXA employee discounts

Gym benefits

Our ambition is to become one of the most inspiring companies to work for, as such we’re committed to supporting employee needs, providing meaningful career development and celebrating differences. We understand that everyone has individual work and home life responsibilities, therefore we’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

We look for candidates with the right skills and values to join us and selection is based on a fair and equal process. As a regulated financial services company, all successful candidates will be subject to preemployment checks. We’re committed to providing equal opportunities for all, therefore we welcome and encourage applications from people of all backgrounds. As a disability confident employer, we’re pleased to offer our support and access to the AXA Accessibility Concierge should you require an alternative method of applying or any reasonable adjustments to be made during the recruitment process.

To apply, click ‘Apply Now’ and you’ll be able to upload your profile/CV from there. If you’d like to discuss this role further or would like to engage with our Accessibility Concierge, please send an email to robert.girling@axa-uk.co.uk.


About AXA

With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.

But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.

You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.

Every large company today talks about supporting diversity and inclusion. But at AXA UK, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference.

Proud to be part of the AXA Group, a global insurance brand and a worldwide leader in financial services, AXA Insurance businesses employ over 5,500 in a network of offices across the UK. Our expert teams care for a huge range of customers, helping them protect their cars, homes and businesses against life’s uncertainties. Whether bought directly, through brokers or through a number of corporate partners, our market-leading products are trusted by millions.



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