We're recruiting a Claims Optimisation Manager to elevate the efficiency and effectiveness of our claims process by harnessing technology, data, and AI to deliver a seamless, customer‑centred experience.

Reporting to Head of Service Experience, you will lead a team to analyse and redesign claims interactions across multiple touchpoints, using advanced analytics to identify and implement improvements that shorten cycle times, improve outcomes, and realise indemnity savings. The role collaborates across functions to ensure compliant, customer‑aligned handling that supports business objectives; you will share best practices, act as a subject‑matter expert, and drive continuous improvement through data insights and emerging technologies. You will also build and maintain a strong pipeline of optimisation opportunities to continually enhance customer journeys and handling capacity.

What you’ll be doing:
• Lead and develop high-performing teams of product owners and claims experts to drive process optimisation, outcomes, and automation/AI experiences.
• Foster a culture of accountability, collaboration, and continuous improvement within the team and across the department.
• Establish cross-functional governance and stakeholder alignment (claims, IT, data science, compliance, finance, HR); manage external providers as needed.
• Lead change management and AI adoption, including tooling, training, and risk-aware deployment.
• Deliver best-in-market customer experiences across omnichannel claim journeys, improving outcomes and reducing effort.
• Drive end-to-end journey optimization with technology enablement, using automation and AI to maximise satisfaction.
• Monitor performance, manage investments, and report on claims volumes, efficiency, indemnity savings; drive cost-saving initiatives and value delivery.
• Ensure regulatory compliance and translate customer insights into iterative improvements with robust governance and senior-management reporting.

About You:
• At least 7 years insurance industry experience required, with 5 years in a management capacity.
• Previously led end-to-end customer journey optimisation to inform and execute the sales strategy, delivering measurable CX improvements (CSAT/NPS).
• A bachelor’s degree or an equivalent combination of education and experience is required; possession of an advanced or graduate degree is preferred.
• Beneficial qualifications would be APA/CII, project management of digital transformation related certificates.
• Managed end-to-end claims operations (workflows, notifications, settlements) with a focus on fraud, risk, and exposure mitigation.
• Experience in governing data, analytics, and AI initiatives: data quality and lineage, statistical methods, ML/AI lifecycle, bias mitigation, and model risk management.
• Drive automation and technology integration: RPA, digital tooling, API integrations, core claims systems, and adoption of AI-enabled processes.
• Ensure regulatory, privacy, security compliance and strong governance, including anti-fraud controls and audit readiness.
• Stay ahead of insurtech, automation, AI, and digital service trends to continuously inform strategy.
• Demonstrate leadership in a regulated environment: set direction, develop people, manage budgets and risk, and foster strong stakeholder relationships.
• Lead change and cross-functional collaboration, translating complex concepts, aligning stakeholders, and driving transformation impact.
• Must meet internal criteria as set out in Recruitment & Selection Policy available on intranet.

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 majority of your week away from home. Away from home means either attendance at one of our head office locations, visiting clients or attending industry events.

This role is an allocated Controlled Function under Fitness & Probity Regime, which means the successful candidate will be subject to an enhanced level of background screening requirements. You can find more information on axa.ie/careers.

As a precondition of employment for this role, you must be eligible and authorized to work in Ireland and/or the United Kingdom.

Claims Optimisation Manager​​

Job Description

Claims Optimisation Manager