Senior Expert Customer Experience (m/f/d)Allianz, Barcelona, SpainPosted: 3 days agoType: PermanentSalary: CompetitiveThe Customer Experience team performs all customer-related feedback channels at Allianz Technology and derives customer experience initiatives which are underpinned by our business objectives and customer satisfaction goals. The candidate will work closely with team members globally and various internal stakeholders and customers to ensure that customer voices are heard, understood, right actions are taken and to close the feedback loop back to the customers, enhance our reputation and engage with our diverse customer base.What you do:Take strategic Process Ownership for the Operating Entity (OE) NPS, Pulse, and Collaboration survey.Design, implement, and execute the survey process.Manage the complete NPS survey cycle, encompassing planning, development, and continuous implementation of essential processes, communication strategies, systems, and tools.Lead continuous improvements in the OE NPS campaign and process.Actively engage with a diverse range of stakeholders, including senior management, service managers, account managers, and Chief Technology & Transformation Officers (CTOs).Provide guidance, training, and support to service owners and NPS coordinators, enhancing team capabilities and process efficiency.Manage and identify, extract, and prepare critical data to define the NPS scope and recipient list.Conduct in-depth analysis of NPS results to identify trends, patterns, and insights.Prepare detailed reports for the Management/Board.Ensure compliance with audit and workers' council policies.What you bring:Customer Insights capabilities and experience:Knowledge of various customer satisfaction measurement programs.Management of survey tools and data collection tools (e.g., Medallia, Qualtrics, or similar).Business Intelligence and strong analytics capabilities.Proficient in using both quantitative and qualitative research methodologies.Dashboard and Reporting experience: Office 365 (Excel, PowerPoint, Word) and Power BI.Agile methodologies and agile tools experience.Communication and Leadership capabilities:Strong stakeholder management skills and the ability to effectively communicate and influence stakeholders across the organization.Demonstrated experience in project management and driving initiatives to successful completion.Applying analytical thinking, methodological, conceptual, and consulting skills.Experience in change management.Proven experience in managing complex, multi-stakeholder projects.Qualifications & Experience:Higher education degree in Marketing, Business Management, or comparable education.7+ years of relevant work experience in marketing, business development, or sales function, with a focus on customer experience and satisfaction.Excellent English language skills.Experience in IT/Technology Organizations preferred.Your benefits:We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working.We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program, and multiple employee discounts.From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide.Flexible working, health and wellbeing offers support to balance family and career.About Allianz Technology: Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. We oversee the full digitalization spectrum - from IT infrastructure projects to application platforms.D&I statement: Allianz Technology is proud to be an equal opportunity employer encouraging diversity in the working environment. We welcome all applications from all people regardless of gender identity, sexual orientation, ethnicity, and cultural background.
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