Customer Feedback Specialist

Allianz; United States; On-site; USD 75,000 - 110,000; Full time

Job summary

Allianz Partners is seeking a Customer Experience Change professional to lead culture change and drive a customer-centric programme across the organisation. You will promote CX initiatives, monitor impact on customer satisfaction, and collaborate with operations, training, and business units to embed customer focus in daily decisions.

The role requires proven CX delivery, strong analytical abilities, and excellent communication skills, with a focus on measurable outcomes and continual

Qualifications

• Knowledge and track record of delivering cultural change around customer experience in a consumer-facing industry.
• Excellent time-management skills and ability to multi-task.
• Strong interpersonal, presentation, reporting, and communication skills.
• Experience in operations or project management is beneficial.

Responsibilities

• Conduct and manage customer experience initiatives and surveys.
• Promote the Customer Experience strategy across the organisation.
• Drive customer-centric initiatives and track impact to the customer experience.
• Measure and report on customer satisfaction and KPI performance.
• Collaborate with Learning & Development and Training units on cultural change.

Skills

Customer experience

Time management

Communication skills

Interpersonal skills

Analytical skills

Project management

Tools

MS Office

Job description

What you do:

Key responsibilities will include, but are not limited to, the following:

• 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