Head of Travel Digital & AI Adoption

Job Description:

AXA Partners is leading one of its largest-ever transformation programmes to redefine the future of travel insurance and assistance. The Travel D&A (Digital & Automation) team is at the heart of this ambition — accelerating digital adoption, driving automation, and delivering a step-change in customer experience and operational efficiency across more than 12 countries and 400+ partners.

Within this context, the Head of Digital & AI Adoption plays a critical strategic role: ensuring that the digital self-service capabilities and automation features developed by Travel D&A are not only built, but truly adopted — by countries, partners, operations teams, and ultimately, end customers.

The role leads two key adoption axes:

1- the rollout and adoption of digital self-service channels across claims, assistance and general enquiries processes, scaling these to as many countries and partners as possible; and

2- the operational adoption of automation and AI capabilities embedded within core systems such as Guidewire, ensuring that new processes, features and AI tools are effectively embedded into daily operations through structured change management.

The position works closely with the Head of Travel D&A and the Travel D&A Leadership Team, acting as a strategic partner to connect global delivery with local execution, drive measurable adoption outcomes, and ensure that every feature developed translates into real business value.What you’ll be doing:

The Head of Travel Digital & AI Adoption will be accountable for digital adoption of self-service channels across claims, assistance and general enquiries, covering 14+ countries and 400+ partners.

There's direct management of Digital Rollout, Adoption & Change Management, and Product Modelling teams (about 10 FTEs). Availability for regular international travel across in-scope markets is needed.

Other responsabilities will be:

Digital Self-Service Adoption

• Drive the scalable rollout of digital self-service channels across claims, assistance and general enquiries to all in-scope countries and partners.
• Ensure digital channels are activated, operational and tracked post go-live, contributing to Travel D&A's 80% digital adoption target.
• Work closely with local teams across all geographies to ensure readiness, engagement and smooth activation.
• Establish and manage post go-live adoption reviews and feedback loops to support continuous improvement of digital channels.

Automation & AI Operational Adoption

• Lead the change management and operational adoption of automation and AI features embedded in Guidewire and the broader Travel D&A ecosystem.
• Ensure that new automated processes and AI capabilities are effectively embedded into operations — through training, communication, process change and performance tracking.
• Coordinate with operations leaders globally (COOs, Heads of Transformation) to drive behavioural and process change at scale.
• Track and report on automation utilisation and efficiency gains, ensuring features deliver the committed business value.

Feedback Loop & Continuous Improvement

• Act as the strategic bridge between the operational reality and the delivery organisation, channelling adoption data and operational feedback back into the product and development roadmap.
• Ensure post go-live learnings are systematically incorporated into future delivery cycles.
• Collaborate with Product Owners and the Head of Delivery to prioritise improvements based on adoption insights.

Team Leadership

• Lead and develop the Digital Rollout, Adoption & Change Management, and Product Modelling teams.
• Foster a culture of accountability, empowerment and continuous learning within the adoption organisation.
• Ensure team members are equipped and enabled to deliver their objectives autonomously within their respective scopes.

Stakeholder Management

• Build and maintain strong relationships with COOs, Heads of Transformation and operations leaders across all in-scope countries.
• Collaborate with local implementation teams, product owners and delivery squads to ensure alignment between global strategy and local execution.
• Represent the adoption dimension in Travel D&A governance forums and leadership discussions.

Leadership and Culture

• As part of the Travel D&A Leadership Team, foster a culture of collaboration, customer-centricity and continuous improvement.
• Empower and support the team, promoting accountability, trust and positive energy.
• Contribute to leadership activities and team engagement across all Travel D&A locations.

What you’ll bring:

• Degree in business, management, technology or a related field.

• Relevant certifications in change management, agile or programme management are desirable.

• Strong understanding of digital ecosystems and self-service channel management in a B2B2C context.

• Knowledge of automation and AI technologies and their application in operational environments.

• Familiarity with agile delivery methodologies and product-led organisations.

• Understanding of change management frameworks and adoption measurement approaches.

• Experience working with or within global transformation programmes across multiple countries.

• Proven track record in digital adoption, change management, or transformation roles, ideally in an international or multicultural environment.

• Demonstrated experience managing complex stakeholder landscapes including C-level operations leaders across multiple geographies.

• Experience leading cross-functional teams and driving accountability at scale.

• Proven ability to connect technology delivery with operational outcomes and business value.

• Strategic thinker with a strong bias for execution and measurable results.

• Exceptional stakeholder management and influencing skills, able to drive change without direct authority.

• Proactive, resilient and collaborative, with strong interpersonal and communication skills.

• Comfortable working in a complex, multicultural environment and engaging with senior stakeholders.

• Strong organisational skills, with the ability to manage multiple workstreams simultaneously.

• Ability to foster a culture of accountability, empowerment and continuous improvement.

• Professional proficiency in English (written and spoken) is required. Spanish or French is a strong plus.

To apply, click on the ‘apply for this job’ 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, please send an email to AXA Partners Global HR Response - globalhr@partners.axa

Who we are:

We’re AXA Partners, experts at designing and delivering assistance solutions and specialised insurance, credit, and lifestyle protection – with and for our partners worldwide. What sets us apart? The expertise and passion of our 8,500+ people, and a strong network of over 55,000 professionals all over the world. Powered by them and our sector-leading technology, we continuously evolve, adapt and thrive – offering solutions and services that make sure we’re always at people’s side, no matter what. Helping others is our passion. Combining the best digital technology with our warm, human touch, we’re always looking at new ways to offer seamless and reassuring experiences when it really matters. Join a company that helps protect the forests! At AXA Partners, we plant a tree for every new recruit (with a permanent contract)