Customer Experience Change Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Allianz Partners is seeking a Customer Experience professional to drive cultural change and implement customer-centric initiatives across the organisation. The role emphasises collaboration with operations and learning teams to measure impact and improve KPIs.

The candidate should have strong analytical skills, excellent communication, and be able to work independently within a team to enhance customer satisfaction and loyalty.

Qualifications

• Knowledge and track record of delivering cultural change around customer experience in a consumer-facing industry.
• Excellent time-management skills, ability to multi-task, highly organised and able to work independently.
• Customer-focused with strong interpersonal, presentation, reporting and communication skills.

Responsibilities

• Conduct and manage the Close the Loop call to survey detractors.
• Promote the Customer Experience strategy and programme for the organisation.
• Drive and promote a customer centric approach across the business and identify opportunities to reignite a customer focused approach.
• Work with the business to drive and implement customer centric initiatives and track impact to customer experience.
• Be a catalyst for change by influencing and engaging the business and promoting a customer focused approach.

Skills

Customer experience

Project management

Analytical skills

Communication skills

MS Office

Time management

Tools

MS Office

Job description

Allianz Partners is seeking a Customer Experience professional to drive cultural change and implement customer-centric initiatives across the organisation. The role emphasises collaboration with operations and learning teams to measure impact and improve KPIs.

The candidate should have strong analytical skills, excellent communication, and be able to work independently within a team to enhance customer satisfaction and loyalty.