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Customer Experience Measurement Lead

Nivel del puesto:  Profesional / Senior


Disponible hasta:  01/10/2023
Área de conocimiento:  Operaciones
Unidad:  Allianz Technology
Entidad contratante:  Allianz Technology SE Spain Branch
Tipo de puesto:  Jornada completa
Trabajo en remoto:  No aplica
Empleo:  Indefinido
ID:  9642

Lead the Customer Experience Measurement team and be responsible for the overall strategy, design and implementation of measuring customer experience through a multi-channel approach as part of Allianz Technology Quality Assurance Framework.


Main Tasks:

§Responsible for overall strategy and implementation of measuring the customer experience and satisfaction of Allianz Technology’s customers
§Responsible for the design, implementation, governance, reporting, and maintenance of procedures related to customer experience measurement (e.g., NPS, Voice of the Customer (TBC))
§Responsible for leading the Customer Experience Measurement team
§Responsible for overall communications and training strategy for the different measurement programs
§Ensures adherences to global AzT policies and frameworks



Key Skills:

§Expertise in Customer Experience Measurement and Quality Assurance management
§People management & team management
§Knowledge of various customer satisfaction measurement programs
§Applying analytical thinking, methodological, conceptual and consulting skills
§Strong communication and stakeholder management skills
§Knowledge of IT services, service management and portfolio service management



Qualifications & Experience:

§Higher education degree in IT, or Business Management or comparable education
§5+ years of relevant work experience in Customer Experience Management, Quality Assurance, Voice of Customer, NPS and Continuous Improvement
§Experience in IT /Technology Organizations