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Customer Journey Architect (m/f/d) Location Munich, London or Paris possible.

Job Level:  Professional
Location: 

London, GB, EC3V 0HR München, DE, 81737 PUTEAUX, 92, FR, 92800

Due Date:  as soon as possible
Area of Expertise:  Customer Services & Claims
Unit:  Allianz Global Corporate Specialty
Job Type:  Full-Time
Remote Job:  Not applicable
Employment Type:  Permanent
ID:  2117

Job Purpose / Role: 

 

An integral part of the growing customer capability in COO, we’re experimenting with a new way to measure Customer Experience and we need to build a team to do it. This is an incredibly challenging role with a lot of opportunity to expand and own elements of the process as it develops.

 

This role involves a lot of research and number-crunching, providing the inputs and insight that help evolve the key strategic drivers by which we measure our Customer’s experience and delivery partners. You’re comfortable thinking “big picture”, supporting the development of strategic propositions and services, but equally happy getting down into the data and analytics of user research. You will be interviewing customers, building rapport and co-designing solutions all in the same meeting is commonplace.

 

Note: At Allianz Global Corporate & Specialty (AGCS), we have a hybrid working model, which recognizes the value in a balance between remote and office based working, giving you the flexibility to organize the way you work.


Key Responsibilities


In this role, you will…

 

  • Define AGCS Customer Journey for AGCS Corporate Business and ACM CE with data insights by conducting customer interviews and research activities to generate a wide range of data based on existing tools and methodologies (e.g. journey-mapping, forced prioritization, questionnaires) per AGCS regional grouping.
  • Understand, interpret (challenge where necessary) and deliver internal research briefs, comfortable going back and forth with internal stakeholders to ensure understanding of the need and the output
  • Communicate findings to various different stakeholders across AGCS, ability to tailor the messaging to the audience based on their level of understanding and skill.
  • Provide insight and advice on developing AGCS’s customer strategy, working with individuals across the organization and colleagues as well as working in the Group ACM team to understand their needs and support the creation of a common customer-centric goal
  • Training and guiding junior team members in developing their research and insight capabilities, identifying and providing them opportunities to test their skills and improv


Key requirements / experiences / skills:

 

  • Elaborate and convey information clearly and effectively in respect to the audience / level of management (both verbal and in writing)
  • Strong facilitation skills, ability to design and lead interactive workshops to playback findings and gain buy-in from across the business
  • Proven analytical and research capability either working to specific briefs or as a key part of the role and great organizational skills
  • Deep understanding of end to end processing within the insurance business environment i.e.. From Sales through to Finance.
  • Ability to be flexible in relation to hours and role requirements in order to ensure the team delivers, seek win-win solutions which best meet individual stakeholder and overall business needs, be committed to delivery of high quality services
  • Considerable experience working in a customer measurement or design team and in a B2B customer environment, cross-cultural and international work experience
  • Fluency in English is required. Any other languages would be a plus.

 

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. Join us. Let's care for tomorrow.

 

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

 

Allianz Global Corporate & Specialty (AGCS) is a leading global corporate insurance carrier and a key business unit of Allianz Group. We provide risk consultancy, Property-Casualty insurance solutions and alternative risk transfer for a wide spectrum of commercial, corporate and specialty risks across 10 dedicated lines of business.
Our customers are as diverse as business can be, ranging from Fortune Global 500 companies to small businesses, and private individuals. Among them are not only the world's largest consumer brands, tech companies and the global aviation and shipping industry, but also wineries, satellite operators or Hollywood film productions. They all look to AGCS for smart answers to their largest and most complex risks in a dynamic, multinational business environment and trust us to deliver an outstanding claims experience.
 
Worldwide, AGCS operates with its own teams in 32 countries and through the Allianz Group network and partners in over 200 countries and territories, employing over 4,300 people. As one of the largest Property-Casualty units of Allianz Group, we are backed by strong and stable financial ratings. In 2019, AGCS generated a total of €9.1 billion gross premium globally.
For more information, visit http://www.agcs.allianz.com or follow us on Twitter @AGCS_Insurance and LinkedIn.

 

AGCS
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