Customer Experience Manager/Senior Manager | Hybrid

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 Producer experience. This manager will need to identify and interpret data and insights, translate it into meaningful projects, and influence cross-functional partners to prioritize initiatives based on this information. It will be key to build trusting relationships with core business partners, gain deep understanding of customer journey, and identify measurable opportunities for improvement.

Job Functions:

• Champion Customer Experience throughout the organization. Support efforts to drive implementation and ongoing management of customer experience as a business discipline. Analyze and synthesize VOC/VOD research, data and insights to identify and influence prioritization of projects and strategies that will enhance customer experience across all systems of people, products and services
• Lead customer lifecycle and journey mapping efforts to identify improvement opportunities to meet or exceed the customer needs, providing recommendations which will lead to loyalty and competitive advantage. This includes providing thought leadership for projects, collaborating with and influencing key partners in areas including Ops, Interactive, Communications and more, and identifying key success metrics.
• Lead the design and implementation of a comprehensive customer experience communication strategy. Drive language simplification efforts across all channels to streamline communications while educating partners.
• Provide leadership through coaching and guidance throughout organization, continually reinforcing the concepts of quality as a culture.

 

What you bring:

• 6+ years’ experience required in 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.
• Bachelor’s degree or equivalent work experience required

 

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.

40469 | Marketing & Design | Professional | Allianz US Life | Full-Time | Permanent

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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.

 

Join us. Let's care for tomorrow. #LI-BS1