Job Description:

WHO WE ARE:

We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters.

As a Senior Digital Programme Manager, you’ll play a pivotal role in driving our ongoing digital transformation within our contact centres. You’ll lead key initiatives that improve processes, introduce new technologies, and foster a culture of innovation. Your work will directly impact customer satisfaction, operational efficiency, and business growth.

Your main missions include:

• Leading and managing a portfolio of digital and operational change projects.
• Driving improvements by assessing current processes and identifying opportunities for automation, AI, and smarter workflows.
• Collaborating with teams across functions and geographies to share best practices and accelerate capabilities.
• Influencing senior stakeholders and inspiring teams to embrace change and new ways of working.
• Overseeing project planning, governance, and benefits realization to ensure successful delivery.
• Supporting the scaling and adoption of AI and digital initiatives through effective change management.
• Monitoring industry trends to bring innovative ideas and best practices into our projects.
• Acting as a trusted advisor to leadership, providing clear updates and strategic insights.

What you’ll bring:

To succeed in this role, you’ll need:

• Several years of experience in project management, ideally within contact centre or operations transformation.
• Proven expertise in managing digital and automation projects, with a good understanding of AI implications in business processes.
• Strong knowledge of project methodologies, risk management, resource allocation, and benefits realization.
• Excellent analytical and problem-solving skills, capable of synthesizing complex information into actionable insights.
• Solid stakeholder management experience, with the ability to engage and influence senior leaders and cross-functional teams.
• A self-starter mindset, resilience, and perseverance in a moving environment.
• Ability to bring structure and clarity in ambiguous situations and drive delivery.
• Familiarity with digital tools, automation, and AI applications in customer operations is highly desirable.
• Outstanding communication skills, with the ability to explain complex ideas clearly and challenge business requirements with confidence.
• Leadership qualities to inspire teams and foster a culture of continuous improvement.
• Fluency in English; international travel may be required occasionally.

Join us and be part of a bold digital journey that redefines customer experience and operational excellence. If you’re ready to lead change, innovate, and make a real difference, we’d love to hear from you.