Senior Expert Customer Experience

hace 2 meses

Barcelona, España Allianz Popular Sl. A tiempo completo

.Senior Expert Customer Experience (m/f/d) The Customer Experience team performs all customer-related feedback channel at Allianz Technology and derives customer experience initiatives which are underpinned by our business objectives and customer satisfaction goals. The candidate will work closely with team members globally and various internal stakeholders and customers to ensure that customer voices are heard, understood, right actions are taken and to close the feedback loop back to the customers, enhance our reputation and engage with our diverse customer base. What you do Take strategic Process Ownership for the Operating Entity (OE) NPS, Pulse, and Collaboration survey Design, implement, and execute the survey process Manage the complete NPS survey cycle, encompassing planning, development, and continuous implementation of essential processes, communication strategies, systems, and tools. In this way ensuring a comprehensive design and facilitation of the entire NPS cycle Lead continuous improvements in the OE NPS campaign and process Actively engage with a diverse range of stakeholders, including senior management, service managers, account managers and Chief Technology & Transformation Officers (CTOs) Provide guidance, training, and support to service owners and NPS coordinators, enhancing team capabilities and process efficiency Manage and identify, extract, and prepare critical data to define the NPS scope and recipient list Conduct in-depth analysis of NPS results to identify trends, patterns, and insights, gaining a profound understanding of customer satisfaction levels and areas for improvement. Prepare detailed reports for the Management/Board Ensure compliance with audit and workers' council policies What you bring Customer Insights capabilities and experience: Knowledge of various customer satisfaction measurement programs Management of surveys tools and data collection tools (as Medallia, Qualtrics, or similar) Business Intelligence and strong analytics capabilities Proficient in using both quantitative and qualitative research methodologies to understand customer perspectives. This includes conducting interviews, focus groups, and analysing customer journey data. Dashboard and Reporting experience: Office 365 (Excel, power point, word) and Power Bi Agile methodologies and agile tools experience Communication and Leadership capabilities : Strong stakeholder management skills and the ability to effectively communicate and influence stakeholders across the organization, including senior management. Demonstrated experience in project management and driving initiatives to successful completion

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