Overview
Customer Feedback Lead role at Allianz Partners for the Australia and New Zealand business. Reports to the Senior Manager, Risk, Quality & Control. The Customer Feedback Lead advocates for the customer, establishes standards for managing customer feedback, and provides meaningful insights to drive improvements for Australia and Current Zealand.
Key Responsibilities
- Maintain up to date knowledge of legislative and contractual requirements, ensuring alignment and translating requirements into practical actions.
- Monitor adherence to customer feedback and complaints management commitments.
- Lead business-unit initiatives that advance the customer focus across the Australia and New Zealand business units.
- Derive actionable insights from customer feedback data and establish continuous feedback loops across the organisation.
- Collaborate with Lines of Business to drive tactical and strategic change.
- Present results at internal management forums.
- Advocate for the customer in key projects and initiatives.
- Set standards and guidelines for managing customer feedback (including complaints) and provide input to tenders and client contracts.
- Maintain overarching procedures and controls to ensure adherence to legislative and contractual requirements by frontline operations teams.
- Own and manage customer feedback guidelines and systems for AU and NZ.
- Work with stakeholders to ensure customer feedback and complaints reporting is fit for purpose.
- Prepare Voice of Customer reports for Senior Management and the Board.
- Represent Allianz Partners on external forums for Customer Insights and Experience matters.
Essential Criteria
Industry Experience
- Min 5+ years’ experience in a Customer Experience related role (e.g., customer relationship management, customer support, conflict resolution, and customer feedback).
- Proven experience in driving positive customer satisfaction and experience outcomes.
- Supplementary qualifications in Business, IT or legal desired.
- Experience in Financial, Insurance, Assistance or Service industries preferred.
People and Communication Skills
- Act as a leader and advocate for the customer.
- Superior communication, influence and relationship-building skills across all levels of the business.
- Excellent stakeholder engagement and management with strong interpersonal and communication skills.
- Proven written and verbal communication skills with the ability to clearly articulate messages to diverse audiences.
- Demonstrated report-writing and presentation skills.
Problem Solving & Decision Making
- Ability to solve problems collaboratively with strategic focus for long-term outcomes.
- Ability to make and implement decisions effectively.
- Ability to interrogate problems to identify root causes and develop durable solutions.
- Demonstrated critical thinking in problem-solving analyses.
Technical Skills
- Proficient analytical reporting skills with strong attention to detail.
- Demonstrated project management or coordination skills.
Professional
- High level of professionalism, maturity and candor in daily work ethic.
- Ability to work under pressure, prioritise, meet deadlines, motivate others, and maintain motivation.
- Drive to achieve high quality standards.
- Flexible and resilient with the ability to work autonomously and collaboratively.
- Approachable, affable and confident demeanor; motivated self-starter and learner.
- Ability to work effectively as part of a team with a strong customer focus.
Working Location
Australia (ANZ) based role requiring collaboration across AU and NZ stakeholders.
Equal Opportunity Statement
Allianz Partners is an equal opportunity employer. We welcome applicants regardless of ethnicity, age, gender, nationality, religion, disability or sexual orientation.
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