Customer Feedback Specialist

Nextcare; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Allianz Partners in the Philippines seeks a dedicated professional to drive customer experience initiatives and culture across the organisation. You will survey detractors, promote CX strategy, and champion a customer-centric mindset while tracking impact and performance.

The role requires strong communication, project management, and analytical skills, with experience in operations or insurance sectors. A proactive team player who can influence across functions is essential.

Qualifications

• Knowledge and track record of delivering cultural change around customer experience in a consumer-facing industry is essential.
• Excellent time-management skills, ability to multi-task, highly organised and ability to work independently.
• A highly quality, process, customer-focused individual with strong interpersonal, presentation, reporting, and communication skills.
• Team player who acts as a positive role model and contributes to a great team atmosphere.
• Ability to prioritize workload and manage time effectively.
• Highly motivated and proactive individual who can work on their own initiative and within a team setting.
• Creative thinker and problem solver, continuously looking for areas for improvement. Results driven and solution oriented, strong analytical skills.
• Proficiency in MS Office.
• Fluency in English required (verbal and written).
• High attention to detail and accuracy.
• Effective analytical, project management and negotiation skills.
• Experience in operations and/or project management.
• Experience of the Health or General insurance sectors would be of particular advantage.

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, ensure progress is tracked and impact to the customer experience measured.
• Play a key role in the Voice of Customer programme and customer satisfaction measurement, work with operational teams to identify key areas for improvement, track progress and ensure the right metrics are in place.
• Work with the business to integrate customer metrics into performance management and quality frameworks, continuously looking for opportunities to improve and develop our KPI’s to become more customer focused.
• Collaborate with Learning & Development and Operational Training Unit on cultural change, understanding customer insights, providing CX training as required.
• Promote collaboration on all initiatives and projects, ensuring the customer is at the center of all decision making.
• Continually benchmark best in class standards, drive change programmes to achieve these standards and keep informed of innovations that could enhance the customer experience and service delivery.
• Represent the end-user on customer impacting projects across the business, provide input and highlight potential gaps and issues, including digital assets, claims automation, cost containment and process efficiency.
• Apply a long-term, big-picture perspective that supports innovation and focuses people on changes that will add value to our end user, driving customer satisfaction and loyalty, as well as efficiencies within the business.
• Drive collaboration across all business units and Allianz Worldwide Partners boundaries by promoting the sharing of information.
• Be a catalyst for change by influencing and engaging the business, the Management Team and Subject Matter Experts, and promoting a customer focused approach.

Skills

CX change

Time management

Communication

Team player

Prioritization

Self-motivation

Problem solving

MS Office

Fluent English

Attention to detail

Analytical skills

Project management

Negotiation skills

Operations experience

Insurance knowledge

Job description

Job Description:

What You Do

• 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, ensure progress is tracked and impact to the customer experience measured.
• Play a key role in the Voice of Customer programme and customer satisfaction measurement, work with operational teams to identify key areas for improvement, track progress and ensure the right metrics are in place.
• Work with the business to integrate customer metrics into performance management and quality frameworks, continuously looking for opportunities to improve and develop our KPI’s to become more customer focused.
• Collaborate with Learning & Development and Operational Training Unit on cultural change, understanding customer insights, providing CX training as required.
• Promote collaboration on all initiatives and projects, ensuring the customer is at the center of all decision making.
• Continually benchmark best in class standards, drive change programmes to achieve these standards and keep informed of innovations that could enhance the customer experience and service delivery.
• Represent the end-user on customer impacting projects across the business, provide input and highlight potential gaps and issues, including digital assets, claims automation, cost containment and process efficiency.
• Apply a long-term, big-picture perspective that supports innovation and focuses people on changes that will add value to our end user, driving customer satisfaction and loyalty, as well as efficiencies within the business.
• Drive collaboration across all business units and Allianz Worldwide Partners boundaries by promoting the sharing of information.
• Be a catalyst for change by influencing and engaging the business, the Management Team and Subject Matter Experts, and promoting a customer focused approach.

What You Bring

• Knowledge and track record of delivering cultural change around customer experience in a consumer-facing industry is essential.
• Excellent time-management skills, ability to multi-task, highly organised and ability to work independently.
• A highly quality, process, customer-focused individual with strong interpersonal, presentation, reporting, and communication skills.
• Team player who acts as a positive role model and contributes to a great team atmosphere.
• Ability to prioritize workload and manage time effectively.
• Highly motivated and proactive individual who can work on their own initiative and within a team setting.
• Creative thinker and problem solver, continuously looking for areas for improvement. Results driven and solution oriented, strong analytical skills.
• Proficiency in MS Office.
• Fluency in English required (verbal and written).
• High attention to detail and accuracy.
• Effective analytical, project management and negotiation skills.
• Experience in operations and/or project management.
• Experience of the Health or General insurance sectors would be of particular advantage.

What We Offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

57152 | Customer Services & Claims | Professional | PG09 | Allianz Partners | Full-Time | Permanent

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.