Head of Customer Value Management

Overview

In this role you will lead AXA Insurance UK’s customer value initiatives, shaping the strategy across Retail and Commercial to maximise lifetime value through segmentation, personalised engagement, and data-driven decisions. You will translate insights into commercial outcomes, driving AI-enabled innovations and improving retention and cross-sell. You will build an inclusive, high-performing team and partner with senior stakeholders to elevate customer obsession across the business. This is a strategic, impact-focused opportunity to advance AXA’s customer-centric growth in a regulated insurance environment.

Pay / Benefits

• hybrid/flexible working
• remote work options
• collaboration across Retail and Commercial

Responsibilities

• Develop and own the customer value management strategy aligned with business goals and Group priorities
• Embed customer segmentation, lifetime value and profitability frameworks into commercial decision-making
• Drive cross-sell and upsell strategies to deepen relationships and product penetration
• Own the customer retention strategy with proactive, value-led approaches
• Set the strategic direction for CRM and personalised engagement with measurable value
• Translate customer insights into strategic priorities and build predictive capabilities for decision making
• Lead innovation in AI-enabled customer solutions and GEO initiatives
• Foster a high-performing, inclusive team culture focused on customer obsession, experimentation, and results

Key requirements

• Proven expertise in customer value management, CRM and customer growth in complex or regulated environments
• Experience developing customer segmentation, lifetime value and profitability models
• Proven success in retention, lifecycle management, and cross-sell/upsell strategies
• Ability to manage and support multi-disciplinary teams and collaborate with senior stakeholders in a matrix environment
• Experience with customer 360 data, analytics, propensity modelling and AI-driven decisioning such as next best action
• Knowledge of emerging customer channels, SEO, GEO, and digital marketing strategies
• Strong commercial acumen with ability to identify and prioritise growth opportunities
• Outstanding influencing and stakeholder management skills
• Eligible and authorised to work in the United Kingdom
• IDD role precondition with annual background screening and interim disclosures

• Stakeholder management
• Collaboration across functions
• Inclusive leadership
• Customer 360 data
• Analytics
• Propensity modelling

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