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Customer Experience Manager | Remote

Job Level:  Management
Location: 

Minneapolis, MN, US, 55416-1297

Due Date:  N/A
Area of Expertise:  Marketing & Design
Unit:  Allianz US Life
Job Type:  Full-Time
Remote Job:  Not applicable
Employment Type:  Permanent
ID:  5181

At Allianz Life, we are driven by our mission – we secure your future – and by our common goal of caring for tomorrow. We care for our employees by promoting an inclusive culture where everyone has the opportunity to grow and be rewarded for their success. We care for our customers by creating new products that help them protect their families and pursue their retirement goals. We care for our community by giving time, resources, and donations. And we care for the future by supporting sustainability, protecting the local environment, and promoting societal equity.

What you do:

This position is responsible for being the customer advocate; educating, operationalizing and driving customer excellence initiatives to generate long-term and sustainable improvements and build loyalty. Provide guidance and reinforce best practices by collaborating with key partners to drive strategies focused on improving the Customer and Fin Pro experience. This manager will need to identify and interpret data and insights, translate it into meaningful opportunities, and influence cross-functional partners to prioritize initiatives based on this information. This will require engagement in project teams to impact the quality, continuity, simplicity, and understanding of customer-facing interactions, including online and self-service tools. It will be key to build trusting relationships with core business partners, gain deep understanding of customer journeys, and identify measurable opportunities for improvement.

 

  • Champion Customer Experience throughout the organization. Manage, analyze and synthesize VOC/VOD research, data and insights to identify and influence prioritization, trade-offs, and strategies that will enhance customer experience across all systems of people, products and services.
  • Identify improvement opportunities to meet or exceed the customer needs, providing recommendations which will lead to loyalty and competitive advantage. This includes providing strategic leadership for projects, collaborating with and influencing key partners in areas including Operations, Digital, Distribution, Strategy, and more, and identifying measures of success.
  • Identify CX best practices and design-thinking methods to influence decision-making, including integrating with business partners, conducting journey mapping to identify key moments that matter and building/influencing roadmaps, action plans and prioritization. 
  • Lead, influence and support projects through the design, development and execution of customer-centric strategies ensuring alignment and synchronization across channels, segments and touchpoints.
  • Collaborate and influence across organization to drive customer-first design for positive interactions as well as simplicity throughout online and offline experiences.
  • Manage resources, prioritization and budget, including vendor management.

 

What you bring:

  • 6-7 years’ experience required: Experience in customer experience, marketing and/or leveraging insights to drive projects and deliver results.
  • Demonstrated experience building, influencing and maintaining relationships with various levels and cross-functional work groups. Strong critical thinking and problem solving skills
  • Experience with design-thinking methodology, conducting journey mapping, and building insights-driven action plans.
  • 8-10 years’ experience preferred: Voice of Customer program management, customer/user experience, insights and analytics, loyalty marketing.
  • Bachelor’s degree required or equivalent work experience

 

What we offer:

At Allianz Life, we’re proud to provide a benefits package that supports the True Balance of our employees and their families. We offer a choice of comprehensive medical and dental plan options, a generous time off plan and an outstanding 401(k) company match. Plus, our employees enjoy an award-winning campus with an array of discounted amenities, including an onsite health center, child development center, fitness facility, convenience store and two cafeterias. Our employees and leaders take an active role in shaping our culture through our Employee Resource Groups, whose activities and advocacy contribute to an environment that welcomes, includes and celebrates diversity. Our generous benefits, campus amenities and inclusive, engaged culture are among the many reasons we’re routinely recognized as a top workplace employer.

 

 

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.  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. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Great to have you on board. Let's care for tomorrow.