Service Transformation Manager

Allianz; Dublin; Hybride; EUR 90 000 - 140 000; Plein temps

Avantages offerts par ce poste

Health insurance

Working from home allowance

Onsite gym

Free lunches

Résumé du poste

Allianz Ireland is seeking a Service Transformation Manager to shape and articulate a clear product vision aligned with business strategy and multi-year transformation goals. You will drive service journey evolution, champion AI integration, and ensure CX by design across initiatives from inception to go-live and benefits realisation.

You will lead cross-functional teams, coordinate with Product and IT, manage budgets and governance, and work to harmonise platforms and processes across

Qualifications

• Demonstrated experience leading business, service or digital transformation within financial services or a similarly regulated industry.
• Proven experience in end-to-end project and programme management, with accountability for planning, prioritisation, governance, delivery and benefits realisation across a portfolio of transformation initiatives.
• Demonstrated experience delivering complex transformation programs involving multiple stakeholder groups, business functions and technology teams.
• Experience delivering or supporting large-scale change initiatives involving customer experience, platform modernisation, service and/or digital transformation.
• Strong cross-functional expertise, with the ability to navigate, influence and align stakeholders across Operations, IT, Risk, Compliance, and Customer Experience.
• Strong understanding of business case development, post go-live adoption, hypercare, benefits realisation and value tracking
• Proven ability to interpret business problems, identify root causes, and design innovative, customer-centric solutions, with a working understanding of CX by design and customer experience measures (e.g. VOC, NPS)
• Experience working in Agile/Scrum delivery environments and partnering effectively with Product and Technology teams.

Responsabilités

• Product vision & strategy: Align a common product vision and roadmap with priorities across stakeholder groups; partner with Product Managers to shape the product vision.
• CX by design: Ensure customer experience is embedded from the outset and tested against CX requirements.
• Business case management: Prepare and own the business case and value proposition.
• Objectives & success metrics: Define objectives and track benefits post-implementation with BI teams.
• Budget management: Manage tactical budget in line with vision and strategy.
• Prioritisation: Set annual/quarterly priorities and align with product backlog.
• Delivery coordination: Support feasibility assessments and ensure availability of business input.
• Decision-making & trade-offs: Facilitate senior-level decisions on scope and value realization.
• Release planning: Coordinate releases from a business perspective and communicate plans.

Connaissances

Business transformation leadership

End-to-end project management

Portfolio governance

CX by design

AI awareness

Agile/Scrum delivery

Stakeholder management

Description du poste

About Allianz

We are proud to be one of the world’s most trusted insurance companies, and Ireland’s #1 Property & Casualty Insurer serving over 900,000 customers across Ireland, for over 100 years. Our success is driven by the incredible people we employ, with over 800 people in Allianz Ireland, we are committed to supporting our employees' individual needs and aspirations.

This role is officially based in Elm Park, Dublin 4, but we embrace a hybrid working model that offers you the flexibility and support you need to excel in your role.

We are incredibly proud to be recognised as a Great Place to Work having won the Super Large Category in 2025 & 2026, as well as being named one of Ireland’s Best Workplaces for Women and Best Workplaces for Health & Wellbeing.

The Opportunity

The Service Transformation Manager will shape and articulate a clear product vision aligned with business strategy and transformation goals.

This role is critical to driving the evolution of service journeys to “beat the best” industry standards, advancing a self-serve dominant model and harmonizing platforms and processes across all operational and customer-facing areas. The role will lead the delivery of the multi-year transformation workstreams, including the modernisation of core service technology and platforms.

The Service Transformation Manager will champion the integration of AI to enhance service delivery and identify opportunities to leverage AI for improved customer and employee experiences. The role will also ensure customer experience is designed from the outset (CX by design), and that the full value of delivered initiatives is realised after go live.

The Service Transformation Manager will be a key role in strengthening business involvement into product delivery and will coordinate the availability of key Business experts.

Key Responsibilities:

• Product Vision & Strategy: Align a common product vision and roadmap with associated priorities across business stakeholder groups. Establish close alignment and partnership with Product Managers to technically shape the product vision.

• CX by Design: Ensure customer experience is designed in from the outset of every initiative, by embedding CX requirements in the annual business vision, business case and roadmap prioritisation, and testing solutions against them at review and approval stages.

• Business Case Management: Prepare and own the business case and value proposition, ensuring alignment with business priorities.

• Objectives & Success Metrics: Drive the definition of product objectives and success metrics in collaboration with senior stakeholders. Oversee business hypercare after go live working with Product & IT to ensure issues are resolved. Track and report benefits following project implementation to feed into OE and Group reporting, supported by the Data & Product teams.

• Budget Management: Manage tactical budget and ensure alignment with product vision and business strategy.

• Prioritisation: Set annual and quarterly priorities at a business level and ensure the product backlog is aligned. Ensure alignment with the Product team regarding agreed scope, business value, plans, timelines, business deliverables and business resource availability.

• Delivery Coordination: Support feasibility assessments and align expectations with Product and IT delivery teams. Ensure and coordinate the availability of key business expertise and organisational input for specification and delivery.

• Decision-Making & Trade-offs: Facilitate decision-making on trade-offs, scope, and value realisation at senior levels.

• Release Planning: Collaborate with Product to plan and coordinate releases from a business perspective. Communicate delivery and release plans and timelines within the business function.

• Governance, Reporting & Control: Support Product Managers in preparing and orchestrating key planning and governance meetings (e.g., ABR, QP). Work closely with control functions to ensure robust governance frameworks are in place across transformation initiatives.

Key Requirements / Skills & Experience

Essential:

• Demonstrated experience leading business, service or digital transformation within financial services or a similarly regulated industry.

• Proven experience in end-to-end project and programme management, with accountability for planning, prioritisation, governance, delivery and benefits realisation across a portfolio of transformation initiatives.

• Demonstrated experience delivering complex transformation programs involving multiple stakeholder groups, business functions and technology teams.

• Experience delivering or supporting large-scale change initiatives involving customer experience, platform modernisation, service and/or digital transformation.

• Strong cross-functional expertise, with the ability to navigate, influence and align stakeholders across Operations, IT, Risk, Compliance, and Customer Experience.

• Strong understanding of business case development, post go-live adoption, hypercare, benefits realisation and value tracking

• Proven ability to interpret business problems, identify root causes, and design innovative, customer-centric solutions, with a working understanding of CX by design and customer experience measures (e.g. VOC, NPS)

• Experience working in Agile/Scrum delivery environments and partnering effectively with Product and Technology teams.

At Allianz Ireland, we are committed to embracing innovation and the responsible use of Artificial Intelligence (AI) to drive innovation and business success. We are seeking candidates who demonstrate curiosity, adaptability and have a proactive approach to learning and development. An awareness of AI-powered tools, data-driven decision making and data analysis will be highly valued.

Our Benefits:

We offer a competitive remuneration package, generous pension scheme contributions, health insurance, working from home allowance, numerous wellbeing and family benefits, an onsite gym, and a well-connected, accessible location with onsite staff parking and free lunches.

Allianz plc. is regulated by the Central Bank of Ireland.

108466 | Operations | Management | Non-Executive | Allianz Ireland | Full-Time | Permanent

Company Culture

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.

Join us. Let's care for tomorrow.