Experience Insights Manager - Voice of the Customer

Allianz Partners

At Allianz Partners, we put our customer at the center of all we do. Listening to them and understanding their concerns help us constantly improve and deliver outstanding customer experiences in the specialty insurance market. ~crlf~~crlf~In this role you will plan and execute our voice of customer (VOC) program, helping us identify customer and partner concerns. You’ll put your survey and research subject-matter expertise to work as you collect insights along the customer and partner journeys. You’ll need the skills to perform critical analysis so you can identify pain points and root causes and then deliver actionable insights to help develop roadmaps to improve interactions, products, and services.

Responsibilities~crlf~~crlf~## Oversee the Experience Management VOC program to identify customer and partner issues and opportunities to increase customer satisfaction and loyalty by improving interactions, products and services ~crlf~## Lead the VOC Analytics team and partner with Operations to ensure consistency in methodology across data sources to allow for a holistic customer and/or partner view~crlf~## Plan and execute research studies, including, but not limited to surveys (using Qualtrics), to collect actionable insights, defining survey objectives and related methodology; designing questionnaires, and audience segmentation and survey distribution~crlf~## Analyze research and report the findings in concise reports and dashboards for use by stakeholders to help develop and prioritize enhancement roadmaps~crlf~## Collaborate with the Director of Customer Experience and other internal teams to map key customer-centric journeys, identify pain points for customers, and help develop a roadmap to address root-causes~crlf~## Expand the research program to include advanced survey capabilities to run product concept tests and support the close the loop program~crlf~## Perform adhoc research analysis and data pulls, including testimonial requests from the Sales team~crlf~## Compile and distribute weekly testimonials~crlf~## Be the research subject matter expert~crlf~~crlf~

Qualifications~crlf~~crlf~## Bachelor’s degree in Business, Research, Marketing Analytics or related field or combination of relevant education and work experience~crlf~## Five (5) or more years of relevant experience in financial reporting and analytics ideally in a regulated industry, financial or insurance industry is preferred~crlf~## Strong understanding of customer behavior, usability resources, technology and UX best practices~crlf~## Knowledge of primary and secondary research methodologies, preferred ~crlf~## Ability to coordinate and execute multiple projects simultaneously, utilizing strong organizational, project management and influencing skills~crlf~## Strong analytical skills, including experience structuring, analyzing and interpreting large volumes of data into actionable insights~crlf~## Experience working with an online survey tool such as Qualtrics preferred~crlf~## Strong communication skills~crlf~~crlf~

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.~crlf~~crlf~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 Partners is a world leader in B2B2C insurance and assistance,specializing in the areas of international health & life, automotive, assistance and travel insurance.  Operating in over 76 countries, Allianz Partners offers global solutions that are redefining help, going beyond traditional insurance to help and protect customers wherever they are and whenever they need it.  Our innovative experts deliver future-ready, high-tech, high-touch products and services through four commercial brands: Allianz Assistance, Allianz Care, Allianz Automotive and Allianz Travel. We have over 19,000 employees who handle more than 54 million cases each year, motivated to go the extra mile to help customers and employees around the world. If this sounds like you, come and join us!

Allianz Partners is a fast changing company with strong growth ambitions. We care for our customers, and our caring nature extends to our employees. We don't just hire people, we nourish them and invest in their careers because we recognize that your development and our growth and our development go hand in hand. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us! As an equal opportunity employer, Allianz Partners recognises that our strength lies in our people. We are committed to diversity and inclusivity and everyone is welcome to apply. More information regarding the Allianz Partners lines of business can be found at: www.allianz-partners.com~crlf~~crlf~

 
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