APAC CX Program Lead: Onboarding & Insight Delivery

Allianz Partners; Adelaide; On-site; AUD 120,000 - 170,000; Full time

Job summary

Allianz Partners is seeking a CX Program Delivery Lead (APAC) to bridge regional onboarding managers with central strategy, coordinating CX model rollouts and data‑driven initiatives across APAC markets.

You will harmonise feedback journeys, integrate local systems with global platforms (e.g., Medallia), and drive AI-enabled approaches to elevate customer experience measurement and delivery across the region.

Qualifications

• Proven experience in CX management or customer service improvement roles.
• Hand‑on experience with VoC programmes and survey mechanisms.
• Experience using data to guide CX decisions and improvements.
• Experience working with multiple business units to align initiatives.
• Excellent English communication; other languages advantageous.
• Master’s Degree in a related field.
• Certifications in Agile PM, UX/UI Design, or Data Analytics are a plus.
• Curiosity for AI readiness to enhance CX measurement and onboarding.

Responsibilities

• Coordinate regional onboarding activities across APAC, aligning with global strategy and standards.
• Support VoC journey implementation including triggers, question sets and feedback flows.
• Ensure technical feasibility and integration with local IT and global platform teams.
• Manage onboarding of new business partners and ensure compliance with contracts.
• Collaborate with Lines of Business to gather requirements and ensure fit of feedback models.
• Standardise implementation documentation with guidelines and templates.
• Monitor onboarding progress and report to the Head of CX Onboarding & Monitoring.
• Support strategic initiatives to improve onboarding quality and model performance.
• Foster cross-consultation and knowledge sharing across regional teams.

Skills

CX management

VoC programmes

Data analytics

Stakeholder management

Cross-functional collaboration

Education

Master's degree

Tools

Medallia

Job description

Allianz Partners is seeking a CX Program Delivery Lead (APAC) to bridge regional onboarding managers with central strategy, coordinating CX model rollouts and data‑driven initiatives across APAC markets.

You will harmonise feedback journeys, integrate local systems with global platforms (e.g., Medallia), and drive AI-enabled approaches to elevate customer experience measurement and delivery across the region.