Senior Customer Experience Manager (m/w/d)

Allianz
Germany
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 7+ yearsEducation: bachelorsSkills: ["Stakeholder management","Communication","Analytical thinking","Problem-solving","Change management"]

Lead the re-platforming and migration of the company’s survey software that underpins key CX programs such as NPS and VoC. Manage partners and ad-hoc initiatives, negotiate with the works council to ensure full compliance, and define scalable, customer-centric processes. Drive a culture of outstanding experiences across touchpoints and improve AZT customer outcomes by advancing AI-enabled tools along the entire customer journey.

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FursaFursa
Allianz
Allianz
1 day ago

Senior Customer Experience Manager (m/w/d)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live

Job Summary

Lead the re-platforming and migration of the company’s survey software that underpins key CX programs such as NPS and VoC. Manage partners and ad-hoc initiatives, negotiate with the works council to ensure full compliance, and define scalable, customer-centric processes. Drive a culture of outstanding experiences across touchpoints and improve AZT customer outcomes by advancing AI-enabled tools along the entire customer journey.
Location: Germany
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead and take ownership of the survey software re-platforming and migration that supports core CX activities.
  • •Identify, select, and manage external partners for ongoing business and ad-hoc projects.
  • •Conduct negotiations with the works council for all programs (including NPS and VoC) and establish robust compliance processes.
  • •Define and support central processes and program operations to keep them compliant and audit-ready in alignment with relevant teams.
  • •Drive adoption of a customer-centric approach and tools to scale outstanding customer experiences across the organization.
Travel: Low travel

Pay and Benefits

Perks:Remote WorkAnnual BonusPensionEquityHealth InsuranceParental LeaveFlexible Hours

Key Requirements

  • •Experience with CX and proven success driving CX, project, and/or process management initiatives.
  • •Strong stakeholder management and communication skills; able to influence senior management in writing and verbally.
  • •Analytical, methodical, and conceptual skills with a pragmatic, solution-oriented approach.
  • •Change management experience to ensure smooth stakeholder transitions when introducing new processes or tools.
  • •Expertise in CX strategies and tools, including designing, operating, and using survey tools with dashboards and feedback platforms.
Experience:7+ yearsCustomer experienceCXSurvey toolsNPSVoC
Education:Bachelor's
Skills:Stakeholder managementCommunicationAnalytical thinkingProblem-solvingChange management
Languages:EnglishGerman
Tech Stack:AIPowerPointNPSVoCSurvey toolsDashboardsFeedback platforms

Company Brief

Allianz
Global insurance and financial services group offering property-casualty insurance, life and health insurance, asset management, and corporate risk solutions to individuals, businesses, and institutions across more than 70 countries.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Munich, Germany
Founded: 1890
WebsiteLinkedIn