Head of CX onboarding and monitoring hub (m/f), Saint-Ouen

Die Allianz Gruppe gehört zu den größten und renommiertesten Finanzdienstleistern der Welt und bietet ein internationales Netzwerk bekannter Marken mit erstklassigen Produkten. Vor allem streben wir nach Spitzenleistungen in unserem Alltag - das heißt, in den Beziehungen zu unseren Kunden, unseren Aktionären, unseren Mitarbeitern und zur Gesellschaft. Die Allianz Gruppe ist für über 76 Millionen Kunden in rund 70 Ländern tätig.

Als verlässlicher Partner verwaltet Allianz Global Investors Vermögen in allen wesentlichen Anlage-klassen und -regionen. Unsere Experten sind in 19 Märkten weltweit vertreten, mit umfassender Prä-senz in Europa, den USA und in Asien. Mit rund 650 Anlagespezialisten deckt unser Investment-Ma-nagement alle wichtigen Finanz- und Wachstumsmärkte der Welt ab. Erstklassiger Service vor Ort sorgt dafür, dass die globale Expertise beim Kunden ankommt.

Tasks

1 – Design and Operationalization of Onboarding Frameworks

• Define a scalable and structured VoC onboarding journey for Business Partners and countries, ensuring clarity and consistency from initial request to full platform activation
• Map onboarding processes and technical flows (ABS and non-ABS), identifying all integration steps, handoffs, and dependencies
• Continuously improve the onboarding experience based on feedback, execution pain points, and implementation performance
• Maintain documentation, standards, and best practices to guide global implementation in a repeatable and efficient way

2 – Translate Business Needs into Actionable Survey Deployments

• Collect and assess ad hoc business requests for survey implementation, ensuring feasibility and consistency with VoC governance
• Translate requirements into blueprints and coordinate all steps needed for configuration, legal review, and technical readiness
• Ensure one-off surveys are implemented efficiently, respecting corporate standards while addressing specific objectives
• Collaborate with stakeholders to manage expectations and timelines, avoiding duplication or deviation from core architecture

3 – Monitor VoC Operational Performance and Trigger Recovery Actions

• Own the daily monitoring of operational KPIs (response rate, survey reach, drop-offs) across Business Partners, Countries, and LoBs
• Receive and investigate rejection reports from VoC provider, coordinating resolution with BI, VoC Provider and local teams
• Act as first-line escalation point for survey breakdowns, delays, or data delivery issues
• Ensure early-warning mechanisms are in place to protect data integrity and volume targets

4 – Lead the Global Deployment of Post Call Survey (PCS)

• Coordinate the implementation of PCS surveys globally, in collaboration with Telephony, Reporting, and Operational teams
• Ensure consistency in setup, logic, and channel activation across all countries and Business Units
• Maintain PCS deployment guidelines, ensuring regular updates and alignment with changing systems and business expectations
• Monitor the performance and effectiveness of PCS as a critical VoC channel, and trigger adjustments as needed

** 5 – Ensure Compliance, Legal Coordination and Quality Assurance**

• Coordinate with Legal and Compliance to ensure surveys follow the necessary data protection and regulatory standards (e.g. PIA, DPA)
• Oversee testing and quality checks before go-live to validate survey performance and proper delivery
• Maintain alignment with corporate privacy requirements and act as facilitator for legal approvals during survey rollout
• Support audit readiness by keeping all documentation structured and traceable

6 – Stakeholder Management & Cross-Team Collaboration

• Act as central point of contact for Business Partners, Business Units, LoBs, Legal, BI, and external vendor during onboarding and survey delivery
• Align with other CX stakeholders to maintain cohesion in delivery
• Facilitate cross-functional initiatives where onboarding or data flow optimization impacts broader VoC or CX strategies

-7 – Team Leadership & Development

• Build and lead a high-performing team
• Define team roles, priorities, and working model to ensure responsiveness and quality across global delivery
• Foster a culture of accountability, agility, and continuous improvement
• Ensure onboarding capacity scales with business needs and upcoming partner pipelines

Profile

• Required Education & Experience
• Master’s Degree in a relevant field such as Business, Computer Science, Digital Marketing, Product Management, or related fields.
  
• Certifications in Agile Product Management, UX/UI Design, or Data Analytics would be an advantage.
• Proven experience in CX management or customer service improvement roles, with responsibility for customer journey design, satisfaction tracking, and experience optimization.
• Experience in managing customer feedback mechanisms, including VoC programs.
• Strong background in customer insights analysis, with experience using data to guide CX decisions and define actionable improvements.
• Experience working with multiple business units or lines of business (LoBs) to ensure alignment, particularly in large organizations.
• Familiarity with CX tools and platforms for VoC analysis, customer feedback collection, journey mapping, and customer analytics.
• Proven track record of working closely with cross-functional teams (e.g., markets, IT) to implement customer-centric initiatives.
  

Technical Skills

• Excellent analytical skills, with a proven ability to solve complex challenges in digital product development and data operationalization.
• Good market knowledge of the insurance/assistance sector
  
• Excellent command of English and additional languages (especially French and German)
  

General Skills

• Ability to make key product decisions independently, especially regarding localization, prioritization, and design.
  
• Strong strategic mindset to align digital products with business objectives and long-term goals.
  
• Excellent communication skills to manage expectations, provide clarity, and ensure alignment across various teams.
  
• Understanding of the cultural and regional nuances that impact digital products, with the ability to manage localizations effectively.