Customer Director
Location: London | Hybrid
Salary: Competitive + Bonus + Benefits
Partnered with AXA UK | Exclusively managed by Opus People Solutions
Opus People Solutions is proud to be the exclusive recruitment partner to AXA UK in the search for an exceptional Customer Director. This is a high-impact senior leadership opportunity for an accomplished customer leader to shape and champion AXA UK's customer agenda at a pivotal point in its growth journey.
About the Role
Reporting to the Chief Customer Officer, the Customer Director will lead the overarching UK customer strategy across a complex, matrix organisation. The role will connect customer insight, experience and growth - strengthening customer value, retention and cross-sell while helping AXA progress its journey towards a single customer view.
This is not a blank-canvas opportunity. AXA has established customer teams, strong relationships across the business and significant strategic momentum. The successful leader will build on those foundations, translate strategy into action and ensure the customer has a strong voice in senior decision-making.
Key Responsibilities
- Lead and evolve AXA UK's customer strategy, with a strong focus on customer growth, value, retention, engagement and cross-sell.
- Advance the single customer view agenda, connecting customer strategy with data, technology and insight.
- Translate complex customer and technical requirements into clear, compelling executive-level stories that drive understanding and action.
- Influence, align and constructively challenge senior and C-suite stakeholders across multiple business units in a matrix environment.
- Champion customer experience, accessibility and inclusive insurance, helping embed consistent customer standards and measures across AXA UK.
- Lead and energise an established customer team, creating clarity, momentum and strong people leadership.
Candidate Profile
We are interested in accomplished customer leaders from insurance or the wider Financial Services market. This is an enterprise customer leadership role rather than a predominantly marketing-led position, and we are looking for candidates who can demonstrate:
- Significant experience developing and delivering customer and customer-growth strategy within a large, complex organisation.
- Strong understanding of customer growth, retention and cross-sell, with evidence of translating strategy into measurable outcomes.
- Credibility operating at senior level, with strong C-suite stakeholder management and the ability to influence without relying on direct ownership.
- Experience working successfully within complex matrix structures.
- Strong customer experience credentials and a sound understanding of the Financial Services regulatory environment, including Consumer Duty.
- Understanding of customer data, technology and the journey towards a single customer view.
- Exceptional communication and storytelling skills, with the ability to simplify complexity and bring the customer agenda to life.
- Visible, authentic leadership - combining energy and passion with executive gravitas, resilience and the confidence to challenge constructively.
- Strong people leadership and the ability to inspire, engage and develop an established team.
Insurance experience would be advantageous; however, AXA is open to outstanding executives from the wider Financial Services market who bring the right customer, commercial and leadership experience.
Experience of using emerging technology, including AI, to enhance customer journeys or customer operations would be advantageous.
Why AXA?
Customer is a major strategic priority for AXA's next phase of growth. This role offers the opportunity to influence customer strategy across AXA UK, build on strong existing foundations and help shape how the organisation understands, serves and grows its customer base.
We are looking for someone for whom customer leadership is more than a function - a leader who genuinely understands customers, can bring the story to life, and has the credibility and personality to bring an organisation with them.
What AXA Offers
- Competitive executive salary
- Annual company and performance-based bonus
- Comprehensive pension and benefits package
- Private healthcare and wellbeing support
- Generous annual leave and wider AXA employee benefits
How to Apply
To apply, please submit your CV. For accessibility support, or a confidential chat contact
