"My role at Allianz isn’t customer-facing, but it is always customer-shaping because every insight, recommendation, and improvement initiative I support ultimately aims to make Allianz easier, clearer, and more reliable for our customers. By helping the organisation understand customer needs, prioritize improvements, and measure success, I contribute to decisions that influence thousands of customer interactions every day."

Meet Piotr Juchnowski

Manager of Strategy and Customer Intelligence Team | Market Management
Allianz Poland, Warsaw, Poland

Where Strategy Meets the Customer

One recent example is the implementation of onboarding Welcome Emails for new customers across Motor, Home and Individual Life products. Through customer feedback and NPS analysis, we identified that many customers lacked clear information immediately after purchase and were not fully aware of their coverage, services, or support options.

By working closely with Marketing, eCommerce, CRM, Product, and Legal teams, we designed and implemented automated Welcome Emails that provide policy confirmation, explain key product benefits, and guide customers on how to use Allianz services. This made the onboarding experience clearer and more reassuring while helping customers get value from their insurance from day one.

The Ripple Effect

Without this work, Allianz would have fewer opportunities to understand what customers experience across different journeys and touchpoints. Issues related to communication, service quality, process complexity, or digital experiences could take longer to identify and resolve.

As a result, customers might face more friction when interacting with Allianz, while business teams would have less insight into where improvements are needed. By continuously monitoring customer feedback and translating it into actionable recommendations, we help ensure that customer needs remain visible in everyday business decisions

Building a Customer-Centric Culture

Our team helps colleagues make more customer-oriented decisions by providing reliable customer insights and highlighting opportunities for improvement across customer journeys. We work closely with business teams to identify what matters most to customers and where customer expectations are not fully met.

We also help prioritise initiatives based on customer impact and support teams in measuring the effectiveness of improvements. By making customer feedback visible and actionable, we help ensure that customer needs remain at the centre of business discussions and decision-making processes.

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