Head of CX onboarding and monitoring hub

What You DoThe Head of the VoC Onboarding Hub plays a crucial role in enabling the successful operational and technical deployment of the Voice of Customer (VoC) across all Business Units and Lines of Business within Allianz Partners. This role bridges the gap between CX model performance, CX orchestration team, and the others departments ensuring that all VoC journeys are implemented consistently based on business rules and tools capabilities, monitored effectively, and technically optimized based on live performance. Working closely with all stakeholders (both internal and external), the Head of the VoC Onboarding Hub ensures that each new partner or country is guided from initial onboarding to full platform integration.The Role Evolves Around 4 Key PillarsDriving and standardizing VoC partner onboarding across all BUs --> ensure the successful technical onboarding of new Business Partners and countries (across ABS and non-ABS systems) by coordinating all steps from kick-off to full integration.Monitoring VoC operational performance and coordinating corrective actions --> actively track VoC performance metrics (e.g. response rate, reachability, volume fluctuations) and coordinate recovery actions in case of anomalies. Through daily monitoring and direct collaboration with local teams and the External VoC Provider.Translating business needs into ad hoc survey implementations while ensuring compliance --> oversee the delivery of surveys for specific initiatives, translating business requests into actionable configurations, and coordinating compliance steps. The role does not cover recurring or standard survey deployments, but focuses exclusively on one-off, high-impact implementations.Ensuring consistent deployment and governance of Post Call Survey (PCS) --> lead the global coordination of PCS implementation in partnership with Telephony, Reporting, and local operations teams. Ensure unified implementation across Business Units, drive regular updates to corporate guidelines, and act as guardian of PCS deployment standards.A key aspect of the role is ensuring a seamless, standardized, and high-quality onboarding experience into the VoC ecosystem.This includes establishing a culture of operational excellence, maintaining consistent performance monitoring proactively identifying technical or volume-related deviations. Collaboration and clear governance are essential to ensure new onboardings align with global KPIs, legal requirements, and data quality standards.Key challengesProtect the VOC blueprint by applying right extraction rulesEnsure survey volumes are consistently maintained and monitoredPush for global standardization while understanding LoB specifics, local constraints and business prioritiesPrevent fragmented onboarding by providing a single point of coordination and accountability.Future challengesMap a complex and fragmented landscape of onboarding needs across Business Units and LoBs, translating them into a limited number of shared and scalable onboarding archetypes.Analyze current onboarding workflows, identifying best practices, inefficiencies, and areas for process improvement to design a consistent and high-performing experience.Ensure volume stability and data quality over time, even in high-season or fast-changing operational contexts, by embedding robust monitoring and feedback mechanisms.Foster cross-functional alignment between global, local stakeholders and business partrners to reduce implementation friction.*Key Responsibilities*1 – Design and Operationalization of Onboarding FrameworksDefine a scalable and structured VoC onboarding journey for Business Partners and countries, ensuring clarity and consistency from initial request to full platform activationMap onboarding processes and technical flows (ABS and non-ABS), identifying all integration steps, handoffs, and dependenciesContinuously improve the onboarding experience based on feedback, execution pain points, and implementation performanceMaintain documentation, standards, and best practices to guide global implementation in a repeatable and efficient way2 – Translate Business Needs into Actionable Survey DeploymentsCollect and assess ad hoc business requests for survey implementation, ensuring feasibility and consistency with VoC governanceTranslate requirements into blueprints and coordinate all steps needed for configuration, legal review, and technical readinessEnsure one-off surveys are implemented efficiently, respecting corporate standards while addressing specific objectivesCollaborate with stakeholders to manage expectations and timelines, avoiding duplication or deviation from core architecture3 – Monitor VoC Operational Performance and Trigger Recovery ActionsOwn the daily monitoring of operational KPIs (response rate, survey reach, drop-offs) across Business Partners, Countries, and LoBsReceive and investigate rejection reports from VoC provider, coordinating resolution with BI, VoC Provider and local teamsAct as first-line escalation point for survey breakdowns, delays, or data delivery issuesEnsure early-warning mechanisms are in place to protect data integrity and volume targets4 – Lead the Global Deployment of Post Call Survey (PCS)Coordinate the implementation of PCS surveys globally, in collaboration with Telephony, Reporting, and Operational teamsEnsure consistency in setup, logic, and channel activation across all countries and Business UnitsMaintain PCS deployment guidelines, ensuring regular updates and alignment with changing systems and business expectationsMonitor the performance and effectiveness of PCS as a critical VoC channel, and trigger adjustments as needed5 – Ensure Compliance, Legal Coordination and Quality AssuranceCoordinate with Legal and Compliance to ensure surveys follow the necessary data protection and regulatory standards (e.g. PIA, DPA)Oversee testing and quality checks before go-live to validate survey performance and proper deliveryMaintain alignment with corporate privacy requirements and act as facilitator for legal approvals during survey rolloutSupport audit readiness by keeping all documentation structured and traceable6 – Stakeholder Management & Cross-Team CollaborationAct as central point of contact for Business Partners, Business Units, LoBs, Legal, BI, and external vendor during onboarding and survey deliveryAlign with other CX stakeholders to maintain cohesion in deliveryFacilitate cross-functional initiatives where onboarding or data flow optimization impacts broader VoC or CX strategies7 – Team Leadership & DevelopmentBuild and lead a high-performing teamDefine team roles, priorities, and working model to ensure responsiveness and quality across global deliveryFoster a culture of accountability, agility, and continuous improvementEnsure onboarding capacity scales with business needs and upcoming partner pipelinesWhat You BringRequired Education & ExperienceMaster'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.Technical SkillsExcellent analytical skills, with a proven ability to solve complex challenges in digital product development and data operationalization.Good market knowledge of the insurance/assistance sectorExcellent command of English and additional languages (especially French and German)General SkillsAbility 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 OfferOur 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.84659 | Marketing & Design | Management | Allianz Executive | Allianz Partners | Full-Time | PermanentAllianz 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.