Customer Innovation Lead

at  AXA Partners

POSITION SUMMARY

The Customer Innovation lead will maintain the overall view and direction of the customer journey while working in close collaboration with Product owners who will be responsible for the vision and development of their products. This includes identifying new opportunities, overlaps, managing dependencies, and clarifying boundaries to ensure a seamless experience for our customers and employees.
The overall ambition for the Customer Innovation Lead is to lead a continually developing customer journey, providing a maximized customer and employee experience. This will involve a close collaboration with Operations, Legal, Sales, Product owners, and IT to realize the Customer Journey vision by translating the business goals into one Operations customer journey roadmap including all AXA Partners CLP countries.

The Customer Innovation Lead will report to the CLP Head of Customer and Employee Journey, this role will be a key member of the Pillar management team.

• In charge of the overall customer journey roadmap and ensuring initiatives comes into a successful delivery.
• Accountable for overseeing the overall prioritization of the Operations Customer Journey
• Monitor and understand the Customer Journey performance and competitive environment

We are looking for a strategic, structured, and hands-on individual who is driven by business success and has a strong passion for innovation, with the ability to lead change.

SKILLS & EXPERIENCE

• Bachelor degree in Business, Process, IT or Operations (Master’s degree an advantage)
• 5+ years’ experience in financial services, preferably in an International context
• Strong leadership and change management skills – experience in leading multiple stakeholders through change and familiar with the agile framework (scrum, Kanban..)
• Excellent communication & interpersonal skills and happy to act as the representative of the company in business meetings
• Excellent business judgment and a practical approach to getting things done
• Strong presentation skills – simplify complex topics to understandable and clear messages
• Proven record of interacting & negotiating with senior stakeholders, internal as well as external clients.
• Strong analytical and problem solving skills with a structured and efficient way of working
• High understanding of business and market needs and the ability to transform insights to a vision, roadmap and concrete actions.
• A passion for innovation and the ability to lead change will be key!
• Happy to travel up to 20% of time; mainly European travel
• Lean and PMP skills are advantage

KEY RESPONSIBILITIES

• Support the Head of Customer & Employee journey in the design and management of the strategic roadmap aiming to provide a maximized customer and employee experience.
• Analyse of where to go next – research, evaluate & make recommendations.
  o Evaluate data, pain- and delight points for respective CLP Operations country
  o Continually stay up to date with global market trends, innovation capabilities and market best practice to identify new opportunities that would drive value for Operations and the Customer journey.

o Raise awareness with the business – E.g. deep-dive and lead the dialogue with Operation Managers of how to incorporate them in the overall transformation roadmap.

• Translate the company strategy and customer needs into a vision, roadmap and concrete actions for the Customer journey.

o Ensure all necessary strategic planning has been completed.

o Manage and lead the yearly investment process (gates) for the customer journey and work with internal AXA stakeholders to develop the business case, assessing costs against revenue/cost saving opportunities.

• Work with internal AXA stakeholders to assess and shape the strategy of the target journey; test the design against legal, requirements, employee journey roadmap and the impact to AXA operating model and the marketing capabilities to partners.
• Accountable for overseeing the overall prioritization of changes in the Customer Journey for example implementations of changes overlapping multiple Squads or completely new initiatives.

o Validate the need for the change and assess impact and business value on the customer journey
o Consult with the CLP stakeholders to understand how a change can answer our partners’, end customers’ as well as Internal employees constraints, needs and pain points.
o Collaborate with relevant Product Owner’s to align scope, impact & roadmap

o Define KPI and continually monitor the customer journey performance

• Lead the customer journey roadmap aligned with all Product Owners involved to uncover areas of overlap, manage dependencies and clarify boundaries.
• Lead prioritized Operation initiatives (e.g. involving Products within multiple squads, new Service or Process initiatives) from problem statement to resolution.

o Define the analysis required to identify solution and engage with relevant stakeholders to ensure resolution.
o Orchestrate collaboration & communication between various stakeholders e.g. IT, BU Functions and Product Owners

o Lead and remove potential obstacles with other functions, e.g. Legal & Sales approval processes

• Accountable for the customer journey performance and monitoring its usage/costs/benefits in collaboration with the Cost Effectiveness and Governance pillar.
• Ensure the Customer Journey roadmap, status of a change as well as business values will be articulated in different channels and communicated on a periodic basis (report progress/success/risks/priorities).

o Conduct regular updates to stakeholders to provide visibility of the transformation agenda, e.g. lead customer journey forums with proactive updates to stakeholder’s.

The Customer Innovation Lead will report to the CLP Head of Customer and Employee Journey, this role will be a key member of the Pillar management team.

• In charge of the overall customer journey roadmap and ensuring initiatives comes into a successful delivery.
• Accountable for overseeing the overall prioritization of the Operations Customer Journey
• Monitor and understand the Customer Journey performance and competitive environmen