CX Model Performance Manager

About the Role

The Customer Experience Model Performance Manager plays a key role in integrating Allianz Partners' Lines of Business (LoBs) and Business Units (BUs) into the global Voice of Customer (VoC) initiative, promoting a unified method for managing customer feedback and assessing B-Partner relationships.

This position entails overseeing the deployment and ongoing enhancement of VoC tools, ensuring compliance with IT security standards, and performing thorough user testing. The manager is responsible for providing training to enable independent use of the platform and assisting in the evaluation of customer insights to improve the overall customer experience.

By leading international projects within diverse teams, they foster the shift towards a customer-centric culture through actionable insights. Furthermore, they gather both structured and unstructured customer feedback, determine the types of feedback to be collected, and monitor customer experience metrics. Working collaboratively with various teams, they scrutinize data to pinpoint trends and challenges, coordinate cross-functional initiatives for improvement, and aid in crafting action plans to refine the customer journey — ultimately enhancing satisfaction and retention rates.

Key Challenge

The main challenge is to maintain the quality and pace of the VoC deployment and support its implementation within the agreed timeline, while ensuring the right level of harmonization versus local customization requests. In parallel, the role requires helping BUs become fully competent in understanding customer feedback and taking actions for continuous improvement of their services. A key element will be to familiarize BUs and global teams with the tool and with working correctly with data.

Key Responsibilities

1. Onboarding of AzP LoBs & BUs into the VoC Global Platform

• Deploy the global Voice of Customer tool, including a harmonized and standardized blueprinted approach for end-customer feedback management, across all BUs and LoBs
• Deploy the global B-Partner Lab for a harmonized assessment of B-Partner relationships across BUs and LoBs
• Coordinate both tools' implementation and continuous upgrades across functions and with external suppliers, ensuring timely roll-out, adherence to Compliance & IT security standards, consistency with the global blueprint, and comprehensive end-to-end user testing
• Coordinate and deliver internal trainings to allow for autonomous usage of the VoC platform by its users (global & local)
• Support with the usage of both tools and with the analysis of customer insights to drive concrete customer experience improvement (global & local)
• Lead and coordinate global projects within interdisciplinary teams across different functions and business units within Allianz Partners as and when needed
• Support AzP customer excellence transformation, driving the utilization of customer insights for action towards a fully customer-driven culture
• Coordinate with senior internal stakeholders and build strong relationships across Allianz Group

2. Capture Structured & Unstructured Customer Feedback

• List all interactions where it is relevant for Allianz Partners to collect customer feedback beyond the standard VoC data
• Define the nature of customer feedback, actions, and expectations (e.g., customer sentiment) to be collected and how it can be collected
• Track CX KPIs to complement Allianz VoC standards
• Derive insights from non-Allianz VoC standard measures

3. Support Customer Journey Orchestration & Improvement

• Support Customer Journey Orchestration & Digital Solution Management teams, LoBs, Ops & BUs in defining action plans to deliver a superior customer experience
• Analyze data to identify trends, pain points, and areas for improvement; use findings to trigger customer-centric decisions for each AzP function and LoB
• Orchestrate cross-functional improvement actions to optimize the customer journey, ultimately boosting customer satisfaction and increasing retention rates
• Support the LoBs, BUs & functions in identifying key actions to reach VoC targets as aligned with the AzP CEO & GSMD
• AI Readiness  Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

Required Qualifications

Education:

• Master's degree, preferably in Marketing, Business Administration, Entrepreneurship, or a similar discipline