Head of Customer Journey orchestration

What you do

The Head of Customer Journey Orchestration at Allianz Partners is a strategic leader responsible for crafting and implementing exceptional customer experiences that align with the organization's digital initiatives. This role involves envisioning and structuring comprehensive pathways for customers, ensuring that each phase and interaction is clearly defined and seamlessly connected from the initial contact to the fulfillment of their needs.

The role evolves around 3 key pillars:

1. Creating a standard and homogeonous visual representations of the customer journeys across all touchpoints and channels (Offline/Online/Phone...), highlighting key touchpoints and moments of truth across AzP with LoBs PM&I and Operations

2.  Orchestrating the implementation and the refinement of the  AzP cohesive and aligned E2E Customer Journey , while adapting these models to address specific needs and objectives without losing sight of the overarching organizational goals. Continuous evaluation and optimization of these models are essential to drive improvements in customer satisfaction.

3. Oversees and optimizes the entire customer journeys through constant motiring and using feedback from VoC.

A key aspect of the role is embedding innovative approaches and customer-focused strategies into the design of these journeys. This includes fostering an environment that encourages creative solutions, emphasizing the importance of understanding and prioritizing customer preferences throughout the development process. Collaboration across various teams is crucial, allowing for diverse insights to shape the journey designs, which are tested and iterated upon to ensure they effectively meet customer expectations. By identifying key areas for development and securing necessary resources, he/she advance these initiatives where effective stakeholder management is vital.

Key challenges:

- Ensure customer journeys are built around true customer needs and not around the technical limitations of AzP

-  Design an homogenous CX model and share a common E2E customer journey  instead of having a disconnected mutidude sets of journeys per products and functions

- Balance the standardisation of customer journeys with the customisation required by Business Partners

Future Challenges:

- Integrate fragmented systems, data silos, and teams to create an end to end unified journey from the customer first interation point with Allianz all the way through the delivery of the insurance product and services, which may involve a touch points beyond the business remit of Allianz Partners, including Allianz OEs

- Ensures all touchpoints of the customer journey are engaging, efficient, and effective.

- Leads initiatives to transform the customer journey within an organization.

Key Responsibilities

1. Design & Mapping of journeys:

- Design Customer Journeys: Develop and outline the entire customer journeys, focusing on each stage and interaction point to ensure clarity and coherence

- Map the Journey: Create a detailed map of the customer journey, identifying all touchpoints and interactions to visualize the complete experience for a customer starting from first interaction with Allianz as a whole till the customer gets the job done

- Enhance the Experience: Implement improvements and enhancements to the customer journey, ensuring a seamless and cohesive experience across all stages and touchpoints.

- Ensure Cohesion: Continuously monitor and adjust the journey to maintain a consistent and unified experience for customers throughout their interactions.

2 - Embed design thinking and customer-centric design into core journeys and processes:

- Integrate Design Thinking: Implement design thinking methodologies into core customer journeys to foster innovative solutions and creative problem-solving.

- Prioritize Customer Needs: Focus on customer-centric design by actively considering and prioritizing customer needs and preferences in every aspect of journey development.

- Collaborate Across Teams: Encourage cross-functional collaboration to ensure diverse perspectives and insights are incorporated into the design of customer journeys for more comprehensive solutions.

- Iterate and Test: Continuously iterate and test journey designs with real customers to refine them and ensure they effectively meet customer expectations and requirements.

3 - Integrate CX Models across LoBs/ functions

- Standardize CX Models: Develop and implement standardized customer experience (CX) models that can be consistently applied across various lines of business (LoBs) and functions.

- Facilitate Cross-Functional Collaboration: Promote collaboration among different LoBs and functions to ensure the seamless integration and alignment of CX models throughout the organization.

- Customize for Specific Needs: Tailor CX models to address the specific needs and objectives of each LoB or function while maintaining overall consistency and alignment with organizational goals.

- Monitor and Optimize: Continuously monitor the effectiveness of integrated CX models across LoBs and functions, making necessary adjustments to optimize customer experiences and drive improvements.

- Ensure best in class journeys features coming from either competitors and/or other industrie are taken into consideration to take our journeys forward

4- Prioritize and sponsor key cross-cutting experiences initiatives/moments (e.g., onboarding, digital self-service, issue resolution).

-Identify Key Initiatives: Determine and prioritize cross-cutting experience initiatives that have a significant impact on customer satisfaction, such as onboarding, digital self-service, and issue resolution

 -Allocate Resources and Sponsorship: Secure sponsorship and allocate necessary resources, including budget and personnel, to ensure the successful implementation and support of prioritized initiatives

-Facilitate Cross-Functional Collaboration: Encourage collaboration across different departments and functions to effectively implement and enhance these initiatives, ensuring a cohesive approach to improving customer experiences.

- Measure and Optimize: Establish metrics to evaluate the success of initiatives and continuously monitor performance, making data-driven adjustments to optimize customer experiences and outcomes.

5. Stakeholder Management:

- Orchestrate the different stakeholders involved in the delivery of the customer journey to ensure best in class journeys are designed

- Work closely with a wide range of stakeholders, including business leaders, and cross-functional teams, to understand their specific business challenges, objectives, and opportunities related to customer journeys

- Align within Digital Ecosystem Unit teams the Customer Journeys and/or initiatives/moments that need to prioritised

6. Team Management:

- Organise the customer journey team to deliver delighting customer journeys to be implemented as part the Digital Ecosystem Strategy.

What you bring

Required Education & Experience

Master's Degree in a relevant field such as Business, Computer Science, Digital Marketing, Product Management, or related fields Certifications in Agile Product Management, UX/UI Design, or Data Analytics would be an advantage Proven experience in CX management or customer service improvement roles, with responsibility for customer journey design, satisfaction tracking, and experience optimization.Experience in managing customer feedback mechanisms, including VoC programs.Strong background in customer insights analysis, with experience using data to guide CX decisions and define actionable improvements Experience working with multiple business units or lines of business (LoBs) to ensure alignment, particularly in large organizations.Familiarity with CX tools and platforms for VoC analysis, customer feedback collection, journey mapping, and customer analytics.Proven track record of working closely with cross-functional teams (e.g., markets, IT) to implement customer-centric initiatives

General & Technical Skills

Excellent analytical skills, with a proven ability to solve complex challenges in digital product development and data operationalization Good market knowledge of the insurance/assistance sector Excellent command of English and additional languages (especially French and German)Ability to make key product decisions independently, especially regarding localization, prioritization, and design.Strong strategic mindset to align digital products with business objectives and long-term goals.Excellent communication skills to manage expectations, provide clarity, and ensure alignment across various teams Understanding of the cultural and regional nuances that impact digital products, with the ability to manage localizations effectively

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees is unique and has unique needs and 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 a 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.

84716 | Marketing & Design | Professional | Allianz Executive | 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.  

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Join us. Let's care for tomorrow. 

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz' company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.

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