Head of Customer Experience

AXA Wealth
Bristol or Basingstoke
c £90k + benefits package
29 Nov 2012
09 Nov 2012
Agency, Media, Other

Job Description

AXA Wealth employs over 2,300 people across multiple sites in the UK. Our Wealth Management operations include AXA Elevate (our investment trading platform), Architas (our Multi-manager investment business), AXA Wealth International (our offshore investment operation) and Sun Life Direct (our direct marketing business). These core areas are complemented by additional specialist investment and pension propositions to meet the needs of our customers.

We are targeting a significant increase in our market share by 2015 and in order to achieve this we have radically transformed the way we undertake Marketing at AXA Wealth. The new look Marketing Team has a renewed focus on off and online customer experience, digital capability, driving sales and increased alignment with our distribution channels. You will play a vital role in establishing and transitioning our new Marketing team in particular defining objectives, processes and leading the cultural change.

In essence as Head of Experience you will help us create a market leading online customer experience and to reduce customer effort across all touch points.

Specifically you will:

Lead the digital marketing strategy, digital development and digital delivery work streams.
Own and manage the usability and functionality of AXA Wealth’s core websites to improve the online experience.
Define the end to end customer journey across channels and through all media ensuring that their experience is easy and maximises positive impact at key “moments of truth”.

Key accountabilities will include:

The development of the web footprint to shape the direction of travel, the implementation of the development plan and the day to day delivery.
Contribution to growing a “digital first” culture
Ownership of UI design and functional capability
Leveraging cutting edge SEO methodology to maximise our search result positioning
A clearly defined end to end customer journey from interest to retention
Customer interaction points (e.g. web, phone, mail) are aligned to create a cohesive and consistent experience.
Effective website build and collaborative relationship established with IT and/or external suppliers.
Ownership and measurement of the Social Media Strategy
Development of web analytics and the definition of suitable performance benchmark measures
A highly effective, customer centric, digitally experienced team

Candidate Requirements

Leadership experience gained in a fast paced online/digital marketing environment
Strong track record in developing compelling customer experiences (on and offline)
Experience in a regulated sector would be useful
In-depth knowledge of functional user interface and usability design
Strong appreciation of the end to end customer journey, touch points and clear “moments of truth”
Deep knowledge of current technologies including SEO methods and their application
Ability to manage relationships with IT suppliers
Experience in building web analytics and setting benchmarks to measure online behaviour
Relevant Marketing qualification and evidence of continuing development

Contact / Application Details

The advertiser has specified that Recruitment Agencies may NOT contact them regarding this position.

The Resourcing contact for this role is Emily Muller.