Head of Customer Experience (m/f/d)

Job description

About the Job  

The Head of Customer Experience is a critical position responsible for overseeing all customer-related surveys at Allianz Technology, ensuring that our customer experience initiatives are aligned with our business objectives and customer satisfaction goals. The candidate will work closely with team members globally, various internal stakeholders and customers to ensure that the customer experience strategy is derived from the company’s strategy and is executed seamlessly in a complex environment providing valuable customer insights.

 

What you do:

Reporting to the Allianz Technology Global Head of Communications and Reputation, the Customer Experience team will play an important role in Allianz Technology’s transformation. The role incorporates:

·  Develop and implement customer survey strategies to gather feedback and insights on customer experience across various touchpoints.
·  Analyze survey data to identify trends, areas for improvement, and opportunities to enhance the overall customer experience.
·  Collaborate with cross-functional teams to drive the implementation of customer experience improvement initiatives by supporting the identification of optimizations of customer journeys and the reduction of customer pain points.
·  Develop marketing initiatives, ensure that our surveys are always customer-centric and easy to understand, initiate measures to sustainably increase the response rate and leverage comms and marketing activities around structured continuous improvement approach
·  Planning and conducting workshops with internal and external stakeholders.
·  Continuously developing and delivering the necessary KPIs and regular reporting to management highlighting key customer trends, insights for strategic planning and operational adjustments.
·  Lead and mentor an international team of customer experience professionals, providing guidance and support to ensure the successful execution of customer survey programs, advancing digitalization and automation, reducing manual activities.
·  Act as a liaison between Allianz Technology stakeholders and our customers, advocating for customers’ needs within the organization.
·  Foster a positive and inclusive team culture that promotes collaboration, accountability, and excellence in customer service delivery.

 

What you bring:

·  Bachelor's or Master's degree in Marketing, Business Administration, or a related field.
·  Proven multi-year experience in a leadership role within the marketing, business development or sales function, with a focus on customer experience and satisfaction.
·  Strong analytical skills with the ability to interpret data and derive actionable insights.
·  Comprehensive knowledge of customer survey tools and methodologies.
·  Proven track record in driving customer response rate and satisfaction through targeted marketing initiatives
·  Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.
·  Collaborative leadership style with focus on guiding and empowering team members.
·  Demonstrated experience in project management and driving initiatives to successful completion.
·  Management experience in a complex structure preferably in an internationally operating B2B company.
·  Excellent English language skills.

 

What we offer

·  We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad.
·  We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location).
·  From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered.
·  Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach.

 

About Allianz Technology

Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 13,000 employees located in 22 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry.

We oversee the full digitalization spectrum – from one of the industry’s largest IT infrastructure projects that includes data centers, networking, and security, to application platforms that span from workplace services to digital interaction. In short, we deliver full-scale, end-to-end IT solutions for Allianz in the digital age.

 

D&I statement

Allianz Technology is proud to be an equal opportunity employer encouraging diversity in the working environment. We are interested in your strengths and experience. We welcome all applications from all people regardless of gender identity and/or expression, sexual orientation, race or ethnicity, age, nationality, religion, disability, or philosophy of life.

 

Join us. Let´s care for tomorrow.

You. IT

 

 

 
52343 | Operations | Management | Allianz Executive | Allianz Technology | Full-Time | Permanent