Responsibilities: Customer Council Governance & Operations Establish and manage the Customer Councils operating rhythm, including agenda setting, documentation, stakeholders updates, meeting minutes, action logs, and follow-up Engage senior stakeholders and foster collaboration across departments to embed a customer-centric culture and achieve tangible business outcomes. Prepare and present strategic updates, business cases, and performance reports to senior leadership and PAC. Translate customer insights, VOC data, and model outputs into strategic priorities and actionable initiatives for the council and cross-functional teams. Customer Retention Management, Cross-selling & Scrum Team Coordination Own end-to-end project management, governance, and delivery for initiatives under the Customer Value Strategy, including retention offers, churn prevention, upsell/cross-sell offers, and overall customer experience enhancements. Collaborate with teams across Product, IT, Data, Claims, Marketing, Operations, and Customer team to align roadmaps, priorities, and dependencies. Convert strategic objectives into clear workstreams, track progress, resolve bottlenecks, and ensure timely delivery. Develop project plans, timelines, resource allocations, risk logs, and governance processes to support consistent execution. Monitor, analyze, and report on key retention and customer lifetime value metrics, adjusting strategies proactively to maximize impact. Business Case Development & PAC Approval Develop and own end-to-end business cases for all customer value, retention and cross-sell, and experience strategic initiative, by working closely with scrum teams. Collaborate with Finance, Risk, Compliance, and functional teams to validate costs, benefits, ROI, resource requirements, risks, and implementation feasibility. Prepare all required documentation, presentations, and supporting materials for PAC (Project Approval Committee) review and approval. Present and defend business cases to PAC and senior leadership; address feedback and secure timely approval. Ensure post-approval delivery and monthly tracking, align with PAC-approved scope, budget, timeline, and expected outcomes. Stakeholder & Leadership Management Engage, align, and influence senior stakeholders and scrum team leads to drive delivery, resolve issues, and secure commitment. Prepare high-quality reports, dashboards, and presentations for Customer Team, Customer Council, senior managements and PAC. Drive transparency, accountability, and strong cross-functional collaboration across all teams and initiatives. Continuous Improvement Regularly review and enhance project management, governance, business case, and Customer Council processes for better efficiency, scalability, and impact. Monitor initiative performance and recommend adjustments to maximize customer value and business results. Qualifications: Bachelors degree in Business Administration, Project Management, Marketing, or related field. Minimum 8+ years of professional experience in project management, customer strategy, retention, cross-sell, or customer experience. Proven track record of leading cross-functional projects and coordinating with scrum/agile teams in a complex corporate or insurance/financial services environment. Direct experience developing and presenting business cases for PAC / executive approval is essential. Understanding of customer metrics: churn, retention, product density, renewal rate, CLV, NPS/CSAT, and predictive churn models. Excellent stakeholder management, communication, presentation, and problem-solving skills. Ability to work independently, drive ownership, and deliver results in a fast-paced, cross-functional environment. About AXA Hong Kong and Macau AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters. As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers needs and leveraging and investing in technology and digital transformation. We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company. AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. 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