Customer Journey Owner

Customer Journey Owner (24000AC3)

Primary Location

: FRANCE-92-HAUTS-DE-SEINE-MALAKOFF

Other Locations

: SPAIN-BARCELONA-BARCELONA

Organization

: AXA Partners – AP Customer & Strategy

Contract Type

: Regular

Shift

: Day Job

Schedule

: Full-time 

Description

The Customer Journey Owner is a strategic and analytical role responsible for overseeing and optimizing the end-to-end customer journey across various touchpoints and channels. This position plays a critical role in understanding customer needs, pain points, and behaviors, and translating these insights into actionable improvements that enhance customer satisfaction, loyalty, and business outcomes. The Customer Journey Owner collaborates with cross-functional teams to design, implement, and refine customer-centric processes and initiatives, ensuring a seamless and cohesive customer experience.

“Digital First – Human when matters” is the new business battle, and acting on customer experience, user experience and user interface is key to reach this ambition (Digital adoption, Efficiency metrics, NPS)

AXA Partners wants to accelerate on customer journey excellence, with strengthening all the dimensions of customer journey effectiveness across countries and products as a key lever for business.

We are currently focusing on our top priority of improving the “Digital Customer Journey” in addition to profitability and growth.

We are indirectly acting on the Agent Journey (STP)

KEY RESPONSIBILITIES

The Customer Journey Owner is responsible for the entire customer journey lifecycle, from awareness to post-purchase and advocacy, insurance to assistance, claims, what-ifs, … and is delivering/and constantly optimizing the “Optimal customer journey frameworks” which details each optimal CX episodes ensuring excellence in customer experience and efficiency. He / she plays an active role in scaling those optimal frameworks across countries.

The Customer Journey Owner has a strategic impact, both on customer experience and business efficiency and ensures leveraging synergies across countries and best practices from outside.

• Journey Mapping:develop and maintain detailed customer journey maps to visualize and understand the customer experience across all touchpoints.
• Customer Insights:

Gather and analyze customer data, feedback, and market trends to identify pain points and opportunities for improvement.

You analyze customers’ pain points and conduct customer experience surveys, with support of CX Data&Insights team (User Testing is also done thought CX Data&Insights team based on a brief and materials). You complement this with analysis from operational figures, competitors, operational/technical capabilities of the company. 

• Experience Design:

Collaborate with UX/UI designers, product managers, and marketing teams to design and implement customer-centric processes and interfaces. With the support of UX/UI, you translate the CJ Vision into concrete user experience steps flowcharts, maquettes, and designs.

You create ensured consistent wireframes, visuals and all types of internal and external graphic elements and the homogeneity of the graphic elements and their conformity with AXA’s guidelines.

• Project Management:

Lead and coordinate projects aimed at enhancing the customer journey, ensuring timely delivery and alignment with business objectives.

You manage the overall Customer journey plan. You propose priorities and associated actions plans and governance.

The implementation is leaded by the Product Owner/Transformation, your capacity to influence and push for superior customer experience is key in this strong ecosystem.

You negotiate with P.O to make CJ Vision compatible with real operational processes behind it (that likely need to evolve) but you keep pushing for a vision end to end in multi/omni-channel even if you’ll be often say “it’s not possible”.

You collaborate closely with Transformation teams & Global Product owner to articulate smoothly on global priorities.

• Stakeholder Engagement:

Engage with internal and external stakeholders to align on customer experience goals and strategies.

You provide regular updates to Excom sponsors.

You ensure right adoption and scale with countries together with continuous improvement.

• Performance Monitoring:Establish and track key performance indicators (KPIs) related to customer experience and satisfaction, providing regular reports and insights to senior management.
• Continuous Improvement: Implement feedback loops and continuous improvement practices to refine and enhance the customer journey. You test concepts, measure and optimize deliverables continuously.
• Training and Support:

Provide training and support to teams across the organization on customer journey principles and best practices.

Acting across countries leveraging all synergies, enforcing good practices and delivering “Global frameworks for Customer journeys” to be then deployed and adapted locally in each country.

• Community Coordination: animate Squad’s meeting on the perimeter with UX & UI people. Support local customer journey owners in improving local customer journeys.

Qualifications

• Master’s degree in engineering or business / engineer school
• Proven experience (5+ years) in customer experience management, customer journey mapping, or a related role in an international environment
• French/English or English/Spanish required, French/English/Spanish would be perfect
• Proficiency in customer journey mapping tools and techniques, deep understanding of customer-centric practices and a passion for improving the customer experience
• Ability to establish and monitor KPIs related to customer satisfaction and experience and track performance
• Ability to stay updated on industry trends and integrate new ideas into customer journey strategies (innovation & adaptability)
• Strong communicator and a team player with ability to work in a “global” international environment
• Strong “Agile project management” and non-hierarchical stakeholder management skills are mandatory
• Familiarity with UX/UI design principles and collaboration tools
• Tools: Powerpoint, Excel, Word, Figjam, Klaxoon, …

AXA Partners is committed to diversity and inclusion, on an equal basis.

Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract) (Learn more about the Reforest Program here)

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About AXA AXA Group is the world leader in insurance and asset management. We protect and advise our clients at every step in their lives, by offering products and services which satisfy their needs in the areas of insurance, personal protection, saving and asset management. AXA is the leading insurance brand worldwide, with over 100 million clients. We are transforming from payer to partner for our client, with a strong focus on risk prevention.

Our mission: Empower people to live a better life.

Our values: Customer First, Courage, Integrity and One AXA.

AXA Partners is an AXA transversal business unit offering a wide range of solutions in assistance services, travel insurance and credit protection.

AXA Partners’ role is also to implement innovative solutions emerging from the AXA Innovation unit.

Combining passion with advanced expertise, we design and deliver worldwide solutions for partners and communities. We protect what matters, when it matters.

What We Offer By joining AXA Partners, you will work in a responsible company, which offers a real culture of expertise & diversity. Our focus is on accelerating the development of everyone’s skills, whilst offering attractive and competitive compensation and opportunities for professional development and growth.

Additionally, at AXA, we work to make a real difference to people – when amazing things happen and when we create opportunities for a better life, the feeling of pride is extraordinary.

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