Allianz Partners - Customer Experience (CX) Technical Specialist

We are Allianz Partners. The leader in assistance and insurance solutions in the areas of international health, assistance, automotive and travel insurance. Allianz Partners is a global family of over 19,000 employees across 78 countries. 

JOB OVERVIEW

Technical Specialist within the Customer Experience Team. The role of the Project Specialist is to support on the design and delivery of our new Voice of the Customer management tool, Maritz CX across all of Allianz Partners Health BUs. They will also be responsible in ensuring global alignment of the VOC programme.  

RESPONSIBILITIES
Responsibilities will include, but are not limited to, the following:

  • Work with central team and Aztech to ensure the successful delivery and implementation of the new customer management tool, Maritz CX across all Health BUs, in line with the NextGen rollout. 
  • Promote the Customer Experience strategy and programme and support VOC global alignment across AzP Health.
  • Deliver customer insight to support both NextGen and Future of Health projects and ensuring the customer’s requirements are met.
  • Represent the end-user on customer impacting projects across the business, provide input and highlight potential gaps and issues, including digital assets, claims automation, cost containment and process efficiency.
  • Drive and promote a customer centric approach across the business and identify opportunities to reignite a customer focused approach.
  • Work with the business to drive and implement customer centric initiatives, ensure progress is tracked and impact to the customer experience measured.
  • Play a key role in the Voice of Customer programme and customer satisfaction measurement, work with operational teams to identify key areas for improvement, track progress and ensure the right metrics are in place.
  • Work with the business to integrate customer metrics into performance management and quality frameworks, continuously looking for opportunities to improve and develop our KPI’s to become more customer focused.
  • Promote collaboration on all initiatives and projects, ensuring the customer is at the center of all decision making.
  • Continually benchmark best in class standards, drive change programmes to achieve these standards and keep informed of innovations that could enhance the customer experience and service delivery.
  • Apply a long-term, big-picture perspective that supports innovation and focuses people on changes that will add value to our end user, driving customer satisfaction and loyalty, as well as efficiencies within the business.
  • Drive collaboration across all business units and Allianz Worldwide Partners boundaries by promoting the sharing of information.
  • Be a catalyst for change by influencing and engaging the business, the Management Team and Subject Matter Experts, and promoting a customer focused approach.
  • Support in delivering customer centric training, including Closer to the Customer, Customer Xperience and Customer Excellence.
  • Support the CX Manager on presentation content for senior management, townhalls and Allianz Partners reports.


REQUIREMENTS
To be successful in this position you will need to have the following skills/ experience:

  • Knowledge and track record of delivering cultural change around customer experience in a consumer-facing industry is essential.
  • Excellent time-management skills, ability to multi-task, highly organised and ability to work independently.
  • Strong communication and interpersonal skills with the ability to  influence others and work collaboratively.
  • Focused on meeting deadlines and goals (both internal and external)
  • Creative thinker and problem solver, continuously looking for areas for improvement. Results driven and solution oriented, strong analytical skills.
  • High attention to detail and accuracy.
  • Effective analytical, project management and negotiation skills.
  • Experience in operations and/or project management.
  • Experience of the Health or General insurance sectors would be of particular advantage.
  • Hold a third level business degree or appropriate professional qualification.
  • CX qualification or experience in delivering cultural change programmes would be an advantage.
  • Strong computer skills are essential (high level skill with Microsoft Office products to include: PowerPoint/Excel/Word, as well as Outlook)
  • Fluency in English.
  • Valid EU work permit.
     

As an equal opportunity employer, Allianz Partners recognizes that our strength lies in our people and we are committed to diversity and inclusivity. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us!

To apply please follow this link