Senior Expert Customer Experience

hace 5 días

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. Applying analytical thinking, methodological, conceptual, and consulting skills Experience in change management, ensuring smooth transitions when introducing new processes or tools to stakeholders Proven experience in managing complex, multi-stakeholder projects, ensuring deadlines are met and all parties are aligned on goals and deliverables Qualifications & Experience: Higher education degree in Marketing, Business Management, or comparable education 7+ years of relevant work experience in marketing, business development or sales function, with a focus on customer experience and satisfaction Experience in IT /Technology Organizations preferred Experience in change management, ensuring smooth transitions when introducing new processes or tools to stakeholders Proven experience in managing complex, multi-stakeholder projects, ensuring deadlines are met and all parties are aligned on goals and deliverables. We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location) From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach About Allianz Technology Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 12,000 employees located in 51 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry. We oversee the full digitalization spectrum – from one of the industry’s largest IT infrastructure projects that includes data centers, networking and security, to application platforms that span from workplace services to digital interaction. In short, we deliver full-scale, end-to-end IT solutions for Allianz in the digital age. D&I statement Allianz Technology is proud to be an equal opportunity employer encouraging diversity in the working environment. We are interested in your strengths and experience. We welcome all applications from all people regardless of gender identity and/or expression, sexual orientation, ethnicity and cultural background, age, nationality, religion, disability, or philosophy of life.
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