NEUR Head of Customer Experience

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NEUR Head of Customer Experience

Introduction

The Head of Customer Experience plays a pivotal role in steering customer experience and customer service within the Northern European region.

Key aspects of this role include fostering collaboration and influencing best-practice adoption across local teams, advocating for regional and local priorities in Group forums, and above all maintaining a relentless focus on delivering exceptional customer outcomes across the region.

By driving innovation and customer-centric practices, the Head of Customer Experience ensures that Allianz Trade in Northern Europe maintains its market-leading position and achieves exceptional levels of customer and broker satisfaction.

Key Areas of Responsibility

1. Strategic leadership:
   • Lead the local CX and Customer Service community, influencing strategic direction through effective consultation and change leadership.
   • Represent BUs in CX or CS forums at Group level, upwardly managing and influencing the Group roadmap to ensure the best outcomes for our markets.
   • Ensure the effective creation and execution of local CX action plans by supporting and guiding local CX managers.

1. CX excellence & innovation:
   • Support the refinement and implementation of our best-in-market customer experience and Customer Service Models, to secure and sustain Allianz Trade's #1 position in customer and broker NPS.
   • Act as Regional 'Allianz Trade Online' business owner, collaborating with the regional product owner, local CX and Customer Service managers and Group colleagues to maximise the value to customers and brokers as it evolves.
   • Foster employee engagement on CX topics by embedding customer-centric practices and training throughout the region.

1. Customer feedback and insights:
   • Own and monitor [MF1] KPIs and optimise Voice of Customer (VOC) insights mechanisms, flagging and acting upon underperformance to continuously enhance service delivery.
   • Lead the sharing of successful CX and customer service initiatives across the region to drive best-practice testing and adoption.

1. Automation and efficiency:
   • Champion the adoption and evolution of tools and platforms such as the Omnichannel platform, preference centre and CDP, to streamline operations, boost efficiency and enhance customer interactions.
   • Ensure local needs are understood and acted upon at Group level to ensure fit-for-purpose implementation and evolution of new technology.

1. Commercial and business growth support:
   • Collaborate BUs and regional Head of Product to drive cross-selling and upselling initiatives across different products and business lines for existing customers.[MF2]
   • Maximise retention by leading CX initiatives and strategies that drive customer engagement and satisfaction, including communication automation.

Key skills & attributes

1. Market knowledge:
   • Understanding of regional and local market dynamics, trends and customer needs.
   • Ability to translate market insights and support our local markets in developing actionable customer experience and customer service strategies.
2. Business expertise:
   • Experience in client servicing and customer journey optimisation.
   • Strong project management and analytical skills to assess changes, measure outcomes, and drive continuous improvement.
   • Expertise in identifying customer pain points and developing effective solutions.
3. Interpersonal & leadership skills:
   • Strong stakeholder management skills, with the ability to engage, influence, and lead change across all organisational levels, in an international, multi-cultural environment.
   • Excellent written and verbal communication abilities, including negotiation skills.
   • Fluency in English is essential.
4. Complexity management:
   • Balance superior customer service delivery with cost-efficiency, leveraging digital tools where appropriate.
   • Align business objectives with customer-centric strategies to drive efficiencies and sustainable growth.

Key Performance Indicators (KPIs):

• Customer and broker recommendation (NPS) and satisfaction (OSAT) and retention rates.
• Service levels achieved per segment.
• Business growth, including top-line development.
• Productivity and efficiency of customer service teams.
• Employee engagement scores related to customer-centricity.
• Cross-selling performance and other commercial KPIs.

This role demands a leader who can harmonise innovation, operational excellence, and customer-centricity to position Allianz Trade as the industry leader in customer experience. 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.

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 Trade is the trademark used to designate a range of services provided by Euler Hermes. We are the global leader in trade credit insurance and a recognized specialist in the areas of surety, collections, structured trade credit and political risk. Headquartered in Paris, we are present in more than 50 countries with 5,500 employees. In 2021, our global business transactions represented 931 billion Euro in exposure.