Claims Risk Lead

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.

AXA Insurance UK, formed by uniting our Commercial and Retail teams under a single leadership, strengthens our core capabilities and our commitment to exceptional customer service

We are seeking a Claims Risk and Control Lead to support AXA Insurance's Claims teams in embedding effective risk management practices. Reporting to the Head of Trading & Business Risk, you will lead efforts to improve risk maturity, oversee claims controls, and ensure that claims processes deliver fair customer outcomes while managing operational risks. Your leadership will drive continuous improvement, enhance governance, and promote a risk-aware culture across distribution and claims functions.

Key responsibilities:

• Lead the design, implementation, and ongoing enhancement of the Claims risk management framework, ensuring alignment with UK and Group standards.
• Oversee claims operational performance, customer outcomes, and risk controls across Central, Retail, and Commercial claims teams.
• Drive the delivery of claims strategy, transformation initiatives, and projects, ensuring risks are effectively identified and managed.
• Support the development and monitoring of the Claims Risk Library, including risk assessments, control testing, and path-to-tolerance activities.
• Act as a strategic partner to claims leadership, providing expert advice on key risks, controls, and emerging threats to support decision-making.
• Oversee the delivery of risk reporting, MI, and assurance activities, ensuring insights are clear, actionable, and aligned with regulatory expectations.
• Support third-party oversight, including supply chain and delegated authority risks, ensuring controls are fit for purpose.
• Collaborate with Line 2 Risk teams to embed risk frameworks, promote continuous improvement, and develop risk maturity within claims functions.

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%) from December 2026. Away from home means attending the office, visiting clients or attending industry events.

• Proven experience in operational risk management within insurance or financial services, particularly in claims and customer contact functions.
• Strong understanding of claims processes, controls, and associated risks, including fraud and loss management.
• Knowledge of FCA/PRA regulations and expectations related to claims and conduct risk.
• Ability to challenge operational practices and influence senior stakeholders effectively.
• Excellent analytical skills, with the ability to interpret MI and risk data to drive informed decisions.
• Skilled communicator, capable of simplifying complex risk concepts and facilitating discussions at senior forums.
• Proven track record of leading risk initiatives, embedding controls, and fostering a risk-aware culture.
• Solutions-oriented, delivery-focused with strong organisational skills and attention to detail.