Under the leadership of the Group COO & CEO of AXA GO, AXA Group Operations covers the following divisions:
* Group CIO
* Group Technology Operations
* Group Data, AI & Innovation
* Group Security
* Group Procurement & Sourcing
* Group Operations Transformation
* Strategic Programs, Group Operations Finance
* GO General Secretary and Risks
* AXA GO BO (legal entity: AXA Business Services)
AXA Group Operations operates across more than 15 countries and comprises around 7000 staff members. AXA Group Operations is part of AXA Group, a global insurance and financial services company with 147,000 employees serving over 94 million customers across 51 countries.
The Group Head of Digital Customer & Distribution reports to the Group Chief Data AI and Innovation Officer. The direct reporting line for this position is structured as follows:
* Group Contact Center Experts
* Group CX / UX Design
The Group Head of Digital Customer & Distribution at AXA Group will be responsible for leading and driving the data and technology transformation of customer service, marketing, distribution, and internal customer experience/user experience (CX/UX) across the organization. The primary objective is to consult and support operative entities in digitizing their customer and distribution value chain and processes leveraging Data, AI and Generative AI, and technology partnerships thereby enhancing customer engagement, improving operational efficiencies, and driving business growth.
1. Collaborate closely with Global Communities and Entities to support them in creating value for customers, distributors, and AXA.
2. Co-develop with the Global Communities and Entities a comprehensive digital strategy for customer service & contact center, marketing, and distribution. Lead data, (Gen)AI and technology approaches to contribute to this digital strategy.
3. Manage scaling across Entities by coordinating requirements and managing global scaling team(s) to create reusable assets and to deploy these assets across Entities.
4. Consult and support Entities to digitize their customer service, contact center, marketing, and distribution processes, enabling consistency and scalability.
5. Lead the Group CX/UX expert network to enhance customer outcomes through digital channels, ensuring an accessible and seamless customer journey.
6. Oversee the Group CX/UX team to design exceptional customer experiences that surpass the evolving needs and expectations of our customers.
7. Contribute to measuring outcomes for customers and distributors, and value creation for AXA, related to the Data and (Gen)AI transformation.
8. Monitor emerging Data and AI trends and technologies to keep AXA at the forefront of digital innovation.
9. Enhance and apply AXA data, (Gen)AI and technology standards including the responsible use of AI.
10. Manage and develop a high-performing team of digital professionals, fostering a culture of continuous improvement and innovation, in direct team and the collaboration network.
Leadership Capabilities:
1. Strategic Vision: Ability to develop and articulate a clear digital vision that aligns with the overall business strategy and drives competitive advantage.
2. Innovative Thinking: Proactively explore new digital technologies, methodologies, and practices to continually improve AXA's digital capabilities and drive innovation.
3. Analytical- and Data-driven Approach: Redefine business processes and generally deconstruct and solve business problems in a methodical way.
4. Customer-Centric Mindset: Demonstrate a deep understanding of AXA and internal customer needs and behaviors, ensuring that digital solutions enhance customer satisfaction and loyalty.
5. Collaborative Leadership: Foster a collaborative environment, working effectively with diverse teams across the organization to achieve common goals. Embrace AXA values.
6. Decision-Making: Demonstrate sound judgment and decision-making skills, particularly in high-pressure situations.
7. Communication Skills: Strong ability to communicate complex digital concepts to non-technical stakeholders and influence senior leadership.
8. Talent Development: Mentor and develop team members, fostering a culture of continuous learning and professional growth.
Education & Experience:
1. Educational Background: A Bachelor's or Master's degree in Engineering, Information Technology, business administration or a related field.
2. Professional Experience:
* A minimum of 10-15 years of experience in digital customer service, digital marketing, digital distribution.
* Strong background in strategic consulting or digital transformation.
* Proven track record in transforming customer service operations with Data & AI.
* Successful leadership of large digital transformation initiatives within a complex, multinational organization.
* Experience with digital marketing and customer service platforms, and CX/UX design principles.
Technical Proficiency:
1. Familiarity with customer service and digital marketing platforms, customer relationship management (CRM) systems, and underlying data, applications and processes.
2. Familiarity with data analytics, SEO, and digital advertising technologies.
3. Expertise in CX/UX design methodologies and tools.
Industry Knowledge:
1. Experience in the insurance or financial services industry is highly desirable.
2. Knowledge of industry-specific regulatory requirements and compliance standards.
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