Vista previa de la oferta
CX Program Lead
lead · Insurance
Role Overview
Allianz Partners is transforming how it listens to and acts on customer feedback — and the CX Onboarding and Monitoring Hub is at the centre of that effort. The Hub owns the deployment, evolution, and operational integrity of the global Voice of Customer (VoC) landscape, ensuring every Line of Business and Business Unit can capture, understand, and act on customer insights consistently and at scale.
As our CX Program Lead Global, you will take ownership of CX and VoC implementation initiatives end to end — from initial scoping through to go-live. Your focus is the technical and evolutionary side of the VoC platform: implementations, model enhancements, and platform upgrades. You will define requirements, coordinate across systems and teams, carry out technical acceptance, and keep every initiative moving forward on time and to standard.
You will not build the technical solution yourself. Implementation is delivered by internal IT and external providers, while you own the scoping, coordination, and closure of each initiative. You stay close enough to the detail to run your own ad hoc analysis when a question needs answering — including light scripting to interrogate data or test a hypothesis.
Reporting to the Head of CX Onboarding and Monitoring Hub (CEO-3), this is a global, expert-path role with high visibility across Allianz Group, Lines of Business, Regional Hubs, and senior stakeholders at Group, Regional, and Local levels.
Main Responsibilities
Initiative Ownership — From Scoping to Go-Live
- Define and document the requirements behind each initiative, translating business needs into work that technical teams can pick up and deliver
- Own the coordination of each initiative across the systems and teams it touches, keeping scope, dependencies, and timing under control from initial scoping through to go-live
- Open and follow the relevant tickets with internal IT and external providers, track progress, and carry out the technical acceptance of the delivered work before it goes live
Governance & Roadmap Contribution
- Gather delivery estimates from technical teams and bring them into the governance roadmap, contributing to how development effort is planned and prioritised
- Structure the ticket management process — turning the way work is handed to technical teams into a clear and consistent flow, from how a ticket is opened and documented to how progress and acceptance are tracked
- Consolidate the demand-to-delivery flow so that initiatives move from request to go-live along a predictable path, with estimates and priorities feeding the governance roadmap on a defined cadence
Stakeholder Engagement & Line of Business Partnership
- Act as the point of contact for the Lines of Business on your initiatives: collect requirements, assess feasibility, and manage expectations on what can be delivered and when
- Build strong relationships with Lines of Business, becoming a trusted contact who can anticipate needs, assess feasibility early, and shape demand before it reaches formal engagement
- Engage directly with senior internal stakeholders across Group, Regional, and Local levels, as well as external consultants and business partnerships
Analysis, Documentation & Standards
- Run ad hoc analysis when a question needs answering, including light scripting to interrogate data or test an assumption
- Organise the analysis of VoC trigger logic in preparation for the future architecture, building a clear picture of how triggers work today so they can be carried into the target platform cleanly
- Maintain the shared documentation and standards that keep implementations consistent, jointly with the second Global Program Lead
Who You Are
Experience & Education
- Master's Degree in a relevant field such as Business, Computer Science, Digital Marketing, Product Management, or a related discipline
- Proven experience in CX management or customer service improvement roles, with responsibility for customer journey design, satisfaction tracking, and experience optimisation
- Experience managing customer feedback mechanisms, including VoC programs
- Strong background in customer insights analysis, with experience using data to guide CX decisions and define actionable improvements
- Experience working with multiple business units or Lines of Business to ensure alignment, particularly in large organisations
- Proven track record of working closely with cross-functional teams (e.g., markets, IT) to implement customer-centric initiatives
- Familiarity with CX tools and platforms for VoC analysis, customer feedback collection, journey mapping, and customer analytics
- Certifications in Agile Product Management, UX/UI Design, or Data Analytics would be an advantage
Functional Skills
- Expert-level analytical skills, with a proven ability to solve complex challenges in digital product development and data operationalisation
- Strong working knowledge of ABS is essential; familiarity with other legacy platforms such as Unity is a clear advantage
- Good market knowledge of the insurance and assistance sector
- Excellent command of English; additional languages are an advantage
Soft Skills & Working Style
- Structured, process-minded way of working — comfortable breaking down complex demand and distilling it into clear priorities
- Ability to make key product decisions independently, especially regarding localisation, prioritisation, and design
- Strong strategic mindset to align digital products with business objectives and long-term goals
- Excellent communication skills to manage expectations, provide clarity, and ensure alignment across various teams
- Understanding of cultural and regional nuances that impact digital products, with the ability to manage localisations effectively
- Confident building senior-ready presentations in PowerPoint; strong analytical and synthesis skills to turn detail into decisions
- Able to move initiatives forward across teams you do not manage — through clarity, coordination, and credibility rather than authority
AI & Digital Readiness
- We are seeking candidates who are naturally curious and have a keen interest in technology and innovation. As we navigate the future, we value individuals who are eager to stay updated with the latest digital trends and advancements. The ideal candidate should demonstrate a proactive approach to learning and adapting to new tools and technologies, especially Artificial Intelligence (AI) powered tools, showcasing a forward-thinking mindset that aligns with our vision for growth and progress
- Comfort with light scripting and data interrogation tools is expected; familiarity with AI-driven analytics and automation to enhance VoC platform capabilities and streamline implementation workflows is valued
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
Great to have you on board. Let's care for tomorrow.