We're recruiting for an Optimisation Manager here at AXA Ireland!
The purpose of this role is to enhance the efficiency and effectiveness of the customer journey end to end process by leveraging technology, data, and AI solutions to deliver a seamless, customer-centric experience.
Reporting to Head of Service Experience, the Optimisation Manager will lead a team in the analysis and design Customer interactions across various touchpoints within Retail & Claims, utilising advanced analytics and AI tools to identify opportunities for process improvements.
They will implement innovative strategies to reduce claim cycle times, improve Service journeys, identify indemnity savings and increase operational efficiency across Retail and Claims.
The role involves working collaboratively across functions to ensure customer journeys align with customer expectations, regulatory standards, and business objectives.
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 majority of your week away from home.
Away from home means either attendance at one of our head office locations, visiting clients or attending industry events.
What you'll be doing:
Lead and develop high performing teams of product owners and subject matter experts to deliver initiatives that optimise processes, maximise outcomes, and advance automation and digital/AI experiences
Foster a culture of accountability, collaboration, and continuous improvement within the team and across the department.
Ensure cross-functional governance and stakeholder alignment (Retail, claims, IT, data science, compliance, finance, HR).
Maintain relationships with external solution providers to cover our diverse initiatives portfolio where expertise or technology solution does not exist in house.
Lead change management and AI adoption (tooling, training, user adoption, risk-aware deployment).
Deliver initiatives that provide best in market customer experience for our customers, focused on service experience across multiple channels of choice.
Enhance digital & AI adoption to optimise customer experience.
Improve customer outcomes; across the lifecycle; ensure improvements translate to faster, fairer, and more transparent experiences for customers.
End-to-end journey optimisation with tech enablement: Design and deliver a seamless, omnichannel journey using automation and AI to minimize effort and maximize satisfaction
Collaborate with internal stakeholders (underwriting, claims, operations) to align financial objectives with customer outcomes.
About you:
A minimum of 7 years of total work experience is required, including at least 5 years in project delivery or a similar senior position, with a minimum of 3 years of management experience (essential)
Experience in leading customer journey optimisation, analysing customer insights, feedback, and other relevant data to inform and define the Retail / Claims strategy (essential)
Bachelor's degree or the equivalent combination of education and experience is required.
May possess advanced/graduate degree (essential)
CIP (Chartered Insurance Professional) (desirable)
Certifications in project management, business analysis or digital transformation (e.g., Prince2, Agile, or Lean Six Sigma) (desirable)
Strong knowledge of optimisation tools, technologies, approaches and methodologies
Experience working within a regulated financial services environment, particularly insurance
Proven leadership to set direction and drive teams in a challenging, fast-paced environment; capable of developing people
Project management expertise: plan, execute, monitor and deliver initiatives on time and within budget; manage scope and risks
This role is an allocated Controlled Function under Fitness & Probity Regime, which means the successful candidate will be subject to an enhanced level of background screening requirements.
You can find more information on axa.ie/careers.
As a precondition of employment for this role, you must be eligible and authorized to work in Ireland and/or the United Kingdom.
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