Customer Experience Expert
il y a 4 semaines
**What you do**
As Customer Experience Expert, your primary role is to support driving excellence in Allianz Partners' customer experience. This includes being part of the cross-functional team deploying and continuously improving customer feedback management across local Business Units & global Lines of Business: both for end-customers (VoC) and B-Partners (B-Partner Lab), supporting the detection of insights allowing to re-design customer journeys & delight customers at every touchpoint. Your main responsibilities include:
- Deployment of global Voice of Customer tool, including a harmonized and standardized blueprinted approach for end-customer feedback management, across all BUs and LoBs
- Deployment of global B-Partner Lab, for a harmonized assessment of B-Partners relationships, across BUs and LoBs
- Coordination of both tools implementation & continuous upgrades across functions and with external suppliers
- Coordination & delivery of internal trainings to allow for autonomous usage of VoC platform by its users (global & local)
- Support with the usage of both tools and with the analysis of customer insights via data to drive concrete customer experience improvement (global & local)
- Design, develop & optimize reportings if / where needed, to enable easier access to data & insights for stakeholders
- Support our data strategy by indentifying connections across tools, and data sets, to drive cross functional knowledge of customer pain points
- Lead and coordination of global projects in interdisciplinary teams with different functions and business units
- Support of AzP customer excellence transformation, driving the utilization of customer insights for action towards a fully customer-driven culture
**What you bring**
- 5 years’ experience in Marketing, of which at least 3 years in a role focused on Customer Excellence e.g. insurance, assistance or a consumer-driven industry
- Proven strong conceptual thinking and ability to design pragmatic solutions to complex problems
- Global & cross-functional Project Management skills
- Ability to identify & organize customer satisfaction data, and leverage insights from these
- Proven interpersonal skills with ability to develop strong business relationships with internal and external stakeholders
- Willingness to work in a fast-paced, international environment; paired with a willingness to quickly learn, adapt and develop own skills and personality
- Excellent verbal and written English, proficient German or French as well as additional foreign language skills are advantageous
**What we offer**
Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance. Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care.
Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span international health and life, travel insurance, automotive and assistance. Customer driven, our innovative experts are redefining insurance services by delivering future-ready, high-tech high-touch products and solutions that go beyond traditional insurance.
Our products are embedded seamlessly into our partners’ businesses or sold directly to customers, and are available through four commercial brands: Allianz Assistance, Allianz Automotive, Allianz Travel and Allianz Care. Present in 75 countries, our 21,100 employees speak 70 languages, handle over 71 million cases each year, and are motivated to go the extra mile to offer peace of mind to our customers around the world.
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.
Great to have you on board.
**Let's care for tomorrow.**
**Job Level**:
Professional
**Location**:
- Saint-Ouen, 93, FR, 93400**Available until**:
18/02/2023
**Area of Expertise**:
Marketing & Design
**Unit**:
Allianz Partners
**Employing Entity**:
ALLIANZ PARTNERS
**Job Type**:
Full-Time
**Remote Job**:
Hybrid working
**Employment Type**:
Permanent
**ID**:
21507
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