Head Of Cx Model Performance H/F - Allianz Partners

The Head of Customer Experience Model Performance at Allianz Partners plays a pivotal role in executing and shaping the customer experience strategy. Reporting to the Global Head of Customer Experience within the Strategy & Digital Ecosystem unit, this position ensures that the AzP Customer Experience (CX) model delivers the desired results by measuring its effectiveness and providing transparency across the organization after each interaction. The role involves leading the Voice of Customer (VoC) program within Allianz Partners, focusing on gathering and analyzing customer data to identify trends, pain points, and opportunities for improvement. Supported by a team of experts, the Head of CX Model Performance leverages insights and skills to efficiently execute the program, ultimately enhancing customer satisfaction and achieving organizational goals. The target by 2027 is to reach a CSat of 4.6.

Key Responsibilities

1. Manage and Deploy VoC Targets, Framework, and Tools :
- - Work on requirements for onboarding VoC tools across Allianz Partners, incorporating AI technologies such as Machine Learning and Natural Language Processing (NLP) to enhance data analysis and customer insights.
- Define, along with AzP stakeholders such as the COO, the VoC Blueprint representing a standardized framework for VoC at Allianz Partners, utilizing AI-driven data analytics to set precise targets.
- Set AzP VoC targets according to the required level of granularity, leveraging AI to automate data processing and improve accuracy

2. Manage the CX Model Performance :
- - Measure and manage the AzP Customer Experience Model performance across LoB, channels, and journeys, focusing on three dimensions :
- - - Onboarding AzP LoB & BU into the VoC Global Platform :Define the yearly roadmap for BUs integration into the VoC Group Global Platform, ensuring resources are committed to deliver on time, on budget, and on scope, supported by AI tools for efficient project management.
- Capture Structured & Unstructured Customer Feedback :Utilize AI technologies like NLP to analyze unstructured customer feedback, extracting valuable insights beyond standard VoC data.
- Support Digital Solution Management Teams :Analyze data using AI-driven analytics to identify trends, pain points, and areas for improvement, orchestrating cross-functional actions to optimize the customer journey and boost satisfaction

3. Run B-Partner Lab :
- - Conduct biennial labs, select survey providers, and communicate insights to stakeholders, integrating AI for enhanced data visualization and reporting

Current Challenges :
- Effectively manage diverse stakeholders, including senior executives, to ensure alignment and support for VoC initiatives, using AI to streamline communication and decision-making processes.
- Identify actions that drive positive change in business both short-term and long-term, supported by AI-driven predictive analytics.
- Demonstrate a strong customer-centric mindset with a sound understanding of customer service and experience management, enhanced by AI technologies.

What You Bring
- 5 years of experience in Marketing, with at least 3 years in a role focused on Customer Excellence in industries such as insurance, assistance, or consumer-driven sectors.
- Proven strong conceptual thinking and ability to design pragmatic solutions to complex problems, utilizing AI for innovative approaches.
- Experience in supporting complex projects, handling competing priorities, anticipating requirements, and overcoming obstacles, aided by AI project management tools.
- Excellent verbal and written English; proficiency in German or French and additional foreign language skills are advantageous.
- Global & cross-functional project management skills.
- Data analysis/customer insights analysis & action planning, enhanced by AI technologies.
- Knowledge of key elements required to deploy and utilize global customer feedback surveys and tools (IT, Legal, Databases), integrating AI for improved efficiency.

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

77402 Marketing & Design Professional PG14 Allianz Partners Full-Time Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to BE an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.