Head of Claims Transformation Delivery
About AXA:
AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them. As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance. We support millions of customers worldwide, helping them navigate life's uncertainties with confidence.
Job overview:
We're looking for a visionary leader to reimagine how AXA handles claims-across our personal and commercial lines of business, every touchpoint, every decision. This isn't about incremental tweaks. It's about building a Claims operating model that's leaner, smarter, and genuinely customer-centric. You'll take our enterprise strategy and turn it into real change that moves the needle on speed, accuracy, and satisfaction. By weaving together digital innovation, data intelligence, and automation, you'll simplify what's complex, scale what works, and prove that transformation delivers measurable value. If you thrive on breaking down silos, driving convergence, and leaving a legacy of operational excellence, this is your opportunity.
Key responsibilities:
• Design and evolve the end-to-end Claims operating model, unifying personal and commercial lines into a consistent, scalable, capability-led organisation.
• Translate strategy into action by building a coherent operational change agenda with clear priorities, alignment, and measurable outcomes across customer, operational, and financial performance.
• Drive convergence across personal and commercial claims, embedding standardisation and process simplification at scale.
• Embed future ways of working by leveraging digital, data, and automation to cut complexity, accelerate cycle times, and sharpen decision quality.
• Define value realisation frameworks that make benefit ownership crystal clear and ensure transformation initiatives deliver tangible improvements in indemnity, efficiency, and customer outcomes.
• Operationalise AI, data, and automation in partnership with Technology and enterprise teams, ensuring governance and deployment align to business priorities and measurable results.
• Unlock commercial opportunities by designing the operating model, technology, and supplier strategy to create sustainable value across the customer journey.
• Remove barriers and accelerate delivery by resolving cross-functional friction, clarifying accountability, and championing a culture where continuous improvement lives within the business, not just in transformation teams.
At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means either attendance at one of our office locations, visiting clients or attending industry events.
Your skills & experience
• Claims Expertise: Market leading knowledge across full Claims lifecycle, with expertise in transformation across process, domain, platforms and software.
• Stakeholder Engagement and Influencing: Excellent communication skills for engaging with senior leaders, cross-functional teams, and external partners to drive consensus and support.
• Strategic Thinking and Planning: Ability to develop and translate high-level claims strategy into actionable operational plans, aligning initiatives with broader business goals with exceptional planning and proven execution at pace capability
• Digital and Data Literacy: Proficiency in leveraging digital tools, automation, and data analytics to enhance claims operations and decision-making.
• Problem-Solving and Analytical Skills: Ability to analyse complex issues, identify root causes, and develop effective solutions.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.
How to apply:
To apply, click on the 'apply now' button, you'll then need to log in or create a profile to submit your CV. We're proud to be an Equal Opportunities Employer and don't discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we're proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to kate.wilding@axa-uk.co.uk.
We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date.
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