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Senior Customer Experience Manager (m/f/d)
senior · Marketing
About the Job
We are in the midst of a transformation journey to bring customer centricity into the DNA of our employees, and we are seeking a dynamic Customer Experience (CX) Specialist who will help bring our CX strategy to life. This role supports the design and implementation of our long-term CX vision and strategy across the organization, while leading key programs across a global organization.
Please note that this role is offered on a fixed-term contract until December 2027, starting as soon as possible.
What you do
- Lead and deliver the re-platforming and migration of our survey software – the foundation of key CX activities that drive our CX strategy and improve the customer experience of our target audiences.
- Identify, select, and manage relationships with external parties for business-as-usual operations and ad hoc projects.
- Lead works council negotiations on behalf of the team for all programs, including NPS and VoC, and set up robust processes to ensure full compliance.
- Define and support core processes across the team and programs to keep them compliant and audit-ready, aligning with relevant teams as needed (CPO, Works Council, etc.).
- Deliver a cohesive, customer-focused approach that can be implemented and scaled across the organization for your programs.
- Champion a customer-centric culture across the organization, ensuring employees at every level are aligned, empowered, and committed to delivering exceptional customer experience at every touchpoint.
- Provide a memorable, high-quality AZT experience that balances customer satisfaction with commercial objectives.
- Drive the adoption of innovative tools and technology, including AI, to enhance the efficiency, personalization, and quality of customer interactions throughout the customer journey.
What you bring
- Strong stakeholder management and communication skills, with the ability to influence stakeholders across the organization, including senior management, in writing and verbally, plus strong PowerPoint proficiency.
- Demonstrated experience in CX, project, and/or process management, driving initiatives to successful completion.
- Strong analytical, methodological, and consulting skills, paired with a hands-on, practical approach to problem-solving.
- Experience in change management, ensuring smooth transitions when introducing new processes or tools to stakeholders.
- Expertise in customer experience strategies and tools, including the integration of innovative technologies such as AI across the customer journey (a plus).
- Experience in survey design, execution, and tools – including dashboards and customer feedback platforms – to maximize data gathering across the customer journey.
- Higher education degree in business administration, customer experience management, or a related field.
- 7+ years of relevant work experience (CX area and existing Allianz experience are a plus).
- Excellent Business English and fluent German language skills are mandatory.
What we offer
- 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.
104354 | Marketing & Design | Professional | Non-Executive | Allianz Technology | Full-Time | Temporary
About Allianz Technology
With its headquarters in Munich, Germany, Allianz Technology is Allianz's global IT service provider and delivers IT solutions that drive the group's digitalization. With more than 11,000 employees in over 20 countries around the world, Allianz Technology is tasked to run, optimize, transform, and innovate the infrastructure, applications, and services together with Allianz companies to co-create the best customer experience.
We service the entire spectrum of digitalization – from one of the industry's largest IT infrastructure projects that spans data centers, networks, and security, to application platforms ranging from workplace services to digital interaction.
In short: We deliver comprehensive end-to-end IT solutions for Allianz in the digital age. We are the backbone of Allianz.
Find us at: www.linkedin.com/company/allianz-technology.
Commitment to Integrity, Fairness & Inclusion
Allianz Technology is proud to be an equal opportunity employer dedicated to fostering an inclusive work environment for everyone. We embrace individuals of all gender identities and expressions, sexual orientations, ethnicities, ages, nationalities, religions, disabilities, and philosophies of life. Ultimately, our greatest strength as a company lies in the unique skills, experiences, and backgrounds our employees contribute.
To Recruitment Agencies:
Allianz Technology has an in-house recruitment team that sources great candidates directly. Therefore, Allianz Technology does not accept unsolicited resumes from agencies or search firm recruiters.
When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when there is a contract in place. Without a contract in place, we will not accept invoices on unsolicited resumes, even if the candidate was ultimately employed by Allianz.