Voice of Customer - Team Leader - Allianz - Brisbane

Job description

The role outlined in the job overview focuses on driving the Customer Experience Lead for the (CX) strategy for Allianz Partners Australia Health, particularly through the Voice of Customer (VoC) initiatives. Ideally someone in the Claims and Customer Service experience with a number one focus of being our customer.

Job Overview:
Customer Experience Strategy: Lead and support the CX strategy for Health, ensuring alignment with the global VoC program.
Voice of Customer Leadership: Drive actions to achieve VoC targets, ensuring global alignment and promoting a customer-centric culture.
Key Responsibilities:

CX and VoC Program Management:

Develop and support the CX strategy and program, aligning it with global VoC initiatives.
Collaborate with the global CX team on surveys, analysis, insights reporting, and KPI integration.

Operational Mobilization:

Mobilize VoC leads across operations, identify improvement areas, track progress, and ensure appropriate metrics are in place.
Lead the VoC Forum for Australia Health, ensuring representation, tracking actions, and aligning stakeholders.

Customer-Centric Culture Promotion:

Work closely with the Global Health VoC Team to implement actions improving the customer journey and meeting VoC targets.
Promote and drive a customer-centric approach across the business, identifying opportunities for improvement.

Integration and Measurement:

Integrate customer metrics into performance management and quality frameworks.
Track progress and measure the impact of customer-centric initiatives.

Communication and Collaboration:

Keep the global CX team informed of customer-impacting changes.
Promote collaboration on initiatives, ensuring customer-centric decision-making.

Benchmarking and Innovation:

Benchmark best-in-class standards, drive change programs, and stay informed of innovations enhancing customer experience.
Support customer-centric training programs and initiatives.
Key Requirements:

Experience and Skills:

Previous experience in a Customer Experience role.
Strong time-management, organizational, and multitasking abilities.
Excellent communication, interpersonal, and collaborative skills.

Focus and Creativity:

Ability to meet deadlines and goals, both internal and external.
Creative thinker and problem solver with strong analytical skills.

Attention to Detail:

High attention to detail and accuracy.
Effective analytical, project management, and negotiation skills.

Sector Experience:

Experience in operations or project management; experience in Health or General insurance is advantageous.
Education and Qualifications:
Third-level business degree or appropriate professional qualification.
CX qualification or experience in cultural change programs is beneficial.

Technical Skills:

Strong computer skills, particularly in Microsoft Office (PowerPoint, Excel, Word, Outlook).

This role is crucial in fostering a customer-centric culture within Allianz Partners Australia Health, ensuring alignment with global initiatives, and driving continuous improvement in customer experience delivery. It requires a strategic mindset, excellent communication skills, and a proactive approach to identifying and implementing improvements.

Offers “Allianz”

Job description