Chief Customer

AXA Luxembourg **Our working environment** As a proud member of the AXA Group, an international insurance brand and a world leader in financial services, AXA Assurances Luxembourg is a major player in the insurance sector in the Grand Duchy. We help our clients through life's little and big difficulties. Every day, we act together to invent the best way to protect them and to give everyone the means to live a better life. A challenge that makes you smile and want to get up in the morning At AXA, we are convinced that to take good care of our customers, we must start by taking good care of our employees. That's why we have a committed HR policy that promotes diversity, preserves the work-life balance and supports the development of skills and careers. No matter which team you join in our organisation, some things are true for all of us: a strong culture based on trust, respect and where we are kind to each other, because that's the best way to be the best versions of ourselves. We are always looking to attract talent to our business, while continuing to develop our existing staff. **Your role/mission**: The Chief Customer is a Director role reporting directly to the CEO. **Offer and Customer experience** You will lead the “Value proposition and customer experience” team in charge of: - Identifying customer needs and understanding the environment in which AXA Luxembourg operates (e.g., competitive environment, macro and micro trends, customer needs & pain points, customer feedback management, benchmarks, etc.) - Defining best-in-class end-to-end value propositions (products, services, customer journey, etc.) - Orchestrating the co-creation of solutions with stakeholders (e.g. Business, Distribution, Marketing, Legal, Compliance, IT, etc.) You will work closely with the Transformation team, which is responsible for defining how to implement these value propositions and the customer vision. You will act as the Sponsor of Digital Customer projects portfolio. **Customer Service** You will oversee the "Customer Service", the team responsible for being the single point of contact for customers and distributors within AXA Luxembourg. You will support the Team Leader in ensuring the continuous improvement of the service. **Profile and skills**: - You have a higher education degree (Master's level) - You have 8+ years of experience in a similar or related position, with a management component - You have solid experience in consulting and in the insurance or financial sector - Customer orientation as well as Social and Environment challenges are at the center of your interests - You have strong interpersonal and communication skills - You demonstrate critical and analytical thinking skills, decision-making abilities and strong synthesis capabilities - You excel at translating a clear strategic vision into actions with a strong focus on customer orientation and Social & Environmental criteria - You are proficient in both French and English **Your benefits** Do you want to put your energy and talent to work for our clients? Be part of our great family by joining: - A company that is very committed to the **quality of life at work** of its employees and that offers numerous **employee benefits** (teleworking, flexible working hours, wellbeing and health programme, sports activities outside working hours, 35.5 days' holiday, etc.). - A company that offers attractive benefits. - A company where cultural, sports and social events are organised throughout the year (Staff Days, After-works, free museum visits, city trips etc.). - A stimulating environment where **continuous training** allows you to constantly enrich your skills and develop your employability. - A **socially responsible employer** that acts in favour of social and environmental causes as an insurer, investor and company, notably through the AXA Atout Coeur association. - A responsible company with a voluntary policy to recognise and value individual differences in an **inclusive work environment**. **Interested?** To finalise the recruitment process, you will be asked to provide several supporting documents, such as copies of diplomas, an extract from the criminal record and possibly certificates from previous jobs. Would you like more information about our company and our products?