Head of CX Model Performance (m/f), Saint-Ouen

Seit 1890 arbeiten wir bei der Allianz rund um den Globus stets daran, das Leben der Menschen zu sichern und unseren Kund:innen Mut zu machen für das was kommt. Wir sind eine vielfältige Gemeinschaft von Expert:innen, die in 76 Ländern hervorragende Versicherungs- und Vermögensverwaltungsprodukte anbieten. Wir sind Aktuar:innen, Berater:innen und Servicemitarbeiter:innen, Underwriter:innen, Jurist:innen, Marketing- und Technologieexpert:innen. Wir sind Töchter und Söhne, Mütter und Väter, Kolleg:innen und Freunde und gemeinsam prägen wir unsere Branche.

Wir schätzen die Erfahrung und Einzigartigkeit jedes Einzelnen und helfen unseren knapp 25.590 Mitarbeitenden an 11 Standorten der Allianz in Deutschland, sich zu entwickeln und zu wachsen.

Key Responsibilities

Manage and Deploy VoC Targets, Framework, and Tools:

• Work on requirements for onboarding VoC tools across Allianz Partners, incorporating AI technologies such as Machine Learning and Natural Language Processing (NLP) to enhance data analysis and customer insights.
• Define, along with AzP stakeholders such as the COO, the VoC Blueprint representing a standardized framework for VoC at Allianz Partners, utilizing AI-driven data analytics to set precise targets.
• Set AzP VoC targets according to the required level of granularity, leveraging AI to automate data processing and improve accuracy

Manage the CX Model Performance:

• Measure and manage the AzP Customer Experience Model performance across LoB, channels, and journeys, focusing on three dimensions:
• Onboarding AzP LoB & BU into the VoC Global Platform: Define the yearly roadmap for BUs integration into the VoC Group Global Platform, ensuring resources are committed to deliver on time, on budget, and on scope, supported by AI tools for efficient project management.
• Capture Structured & Unstructured Customer Feedback: Utilize AI technologies like NLP to analyze unstructured customer feedback, extracting valuable insights beyond standard VoC data.
• Support Digital Solution Management Teams: Analyze data using AI-driven analytics to identify trends, pain points, and areas for improvement, orchestrating cross-functional actions to optimize the customer journey and boost satisfaction

Run B-Partner Lab:

-- Conduct biennial labs, select survey providers, and communicate insights to stakeholders, integrating AI for enhanced data visualization and reporting

Current Challenges:

• Effectively manage diverse stakeholders, including senior executives, to ensure alignment and support for VoC initiatives, using AI to streamline communication and decision-making processes.
• Identify actions that drive positive change in business both short-term and long-term, supported by AI-driven predictive analytics.
• Demonstrate a strong customer-centric mindset with a sound understanding of customer service and experience management, enhanced by AI technologies.

Profileg

• 5 years of experience in Marketing, with at least 3 years in a role focused on Customer Excellence in industries such as insurance, assistance, or consumer-driven sectors.
• Proven strong conceptual thinking and ability to design pragmatic solutions to complex problems, utilizing AI for innovative approaches.
• Experience in supporting complex projects, handling competing priorities, anticipating requirements, and overcoming obstacles, aided by AI project management tools.
• Excellent verbal and written English; proficiency in German or French and additional foreign language skills are advantageous.
• Global & cross-functional project management skills.
• Data analysis/customer insights analysis & action planning, enhanced by AI technologies.
• Knowledge of key elements required to deploy and utilize global customer feedback surveys and tools (IT, Legal, Databases), integrating AI for improved efficiency.