Customer Experience Measurement Lead

Allianz

Barcelona, Spain Remote

Full time

Aug 3

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

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