Global CX & VoC Program Lead

Allianz Partners; Saint-Ouen-sur-Seine; Sur place; EUR 90 000 - 150 000; Plein temps

Résumé du poste

Allianz Partners seeks a global CX Program Lead to own VoC initiatives end to end, from scoping to go-live, focusing on the technical evolution of the VoC platform and cross-functional collaboration. You will coordinate with internal IT and external providers, define requirements, and ensure timely delivery with governance oversight.

This senior role reports to the Head of CX Onboarding and Monitoring Hub and offers high visibility across Allianz Group, regions, and local units, leveraging data

Qualifications

• 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 and satisfaction tracking
• Experience managing customer feedback mechanisms, including VoC programs
• Strong background in customer insights analysis to guide CX decisions and define actionable improvements
• Experience working with multiple Lines of Business to ensure alignment in large organisations
• Proven track record of working with cross-functional teams (markets, IT) to implement customer-centric initiatives
• Familiarity with CX tools and platforms for VoC analysis, customer feedback collection, journey mapping, and analytics
• Certifications in Agile Product Management, UX/UI Design, or Data Analytics would be an advantage

Responsabilités

• 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
• Gather delivery estimates from technical teams and bring them into the governance roadmap, contributing to prioritisation and planning
• Structure the ticket management process - turning how work is handed to technical teams into a clear, consistent flow
• Consolidate the demand-to-delivery flow so initiatives move from request to go-live along a defined cadence
• Act as the point of contact for Lines of Business on initiatives: collect requirements, assess feasibility, manage expectations
• Build relationships with Lines of Business, shaping demand before formal engagement
• Engage with senior internal stakeholders across Group, Regional, and Local levels
• Run ad hoc analysis and light scripting to interrogate data or test hypotheses
• Organise VoC trigger logic analysis for future architecture
• Maintain shared documentation and standards with the second Global Program Lead

Connaissances

CX management

Customer journey design

Satisfaction tracking

Customer insights analysis

Cross-functional collaboration

Stakeholder engagement

Data-driven decisions

Agile awareness

Formation

Master's degree in Business/CS/Digital Marketing/Product Management

Outils

ABS

Unity

VoC platforms

Data interrogation tools

Description du poste

Allianz Partners seeks a global CX Program Lead to own VoC initiatives end to end, from scoping to go-live, focusing on the technical evolution of the VoC platform and cross-functional collaboration. You will coordinate with internal IT and external providers, define requirements, and ensure timely delivery with governance oversight.

This senior role reports to the Head of CX Onboarding and Monitoring Hub and offers high visibility across Allianz Group, regions, and local units, leveraging data