Customer Experience Measurement Lead

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