The world around us is changing rapidly and so is the insurance industry. Now’s the right time to make a bold move and shape the future of insurance – this is Allianz Direct! As a pan-European online insurer of the Allianz Group, launched in 2019, Allianz Direct is on its mission to become the most customer-oriented and efficient insurer on the market. Allianz Direct is truly changing the face of insurance, in customer experience, and in technology, processes, people and culture.
An international team of business experts and engineers who live and breathe an agile way of working, are seeking to improve and change the way you do insurance. Driven by customer obsession and love for data, Allianz Direct strives for delivering an exceptional experience with a personal touch.
So, what makes Allianz Direct so unique? We believe in the power of simplicity and convenience and by doing so we have managed to set new standards when it comes to online insurance. We are a fast-growing technology company with an insurance license, and by fast, we really mean it.
KEY RESPONSIBILITIES
As a customer retention expert, you will be:
part of the global retention team a critical part in connecting local-global retention initiatives an organizational reference supporting the design and implementation of the initiatives
As a customer retention expert you will:
Collect data about customer service trends in the market Analyze customer behavior in the several touchpoints, by gathering information from other tribes and experts (e.g., from Acquisition, CRM/ Customer communication, MyAccount, Sales & Service Operation, Pricing & UW, Machine Learning, etc.). Understand information about customer feedback (e.g., customer satisfaction, 5-star rating) and customer pain-points. Create and streamline new reporting metrics. Analyze and understand the composition of the customer base and develop effective retention initiatives based on customer feedback and backed up by a solid business case. Coordinate across different local and global committees the different retention solutions. Write and present customer behavior reports with the support of other retention specialists and analysts. Participates in cross organization discussions to ensure the proper contribution to achieve company goals and engage with stakeholders across the organization to deliver the initiatives. Assist in the development and implementation of the initiatives. Work cross-functionally to develop testing, reporting, and post-mortem analyses.
You will support the Global retention team PO and program coordinator by
Gathering local country needs and requirements. Looking for synergies and harmonization opportunities. Co-creating solid business case that back up the retention initiatives. Having a strong knowledge of the local organization and networking with the key local stakeholders to determine the areas and stakeholders to involve and ensure proper communication. Supporting initiative execution and validation of product delivery.
KEY REQUIREMENTS/SKILLS/EXPERIENCE
General
Bachelor's degree in economics, sales & marketing, management engineering or related field. 3+ years’ experience in a similar role or in management consulting/ project management. Strong conflict resolution skills. Advanced communication and interpersonal skills. A positive and result-oriented attitude. Excellent written and verbal communication skills both in Italian and English. Collaborate with others to achieve results; share ideas and knowledge; to build morale and cohesion within the group. Team player. Nice-to-have experience working in agile methodologies (Scrum/Kanban).
Retention expertise
In-depth understanding of customer behavior and of the drivers of loyalty. Knowledge of sales and marketing softwares. Strong analytical capabilities using a variety of data sources. Ability to be strategic and think outside the box. Customer relationship management experience. Understand how different parts of the insurance business come together is a plus.
Project Management
Process and project management knowledge. Degree or equivalent professional experience. Planning, Scheduling & Delivery knowledge. Change management skills including communications and ability to effectively interact with and manage stakeholders from various parts of the company. Experience in problem-solving and facilitation and using various change management techniques and delivery methodologies such as Waterfall or Agile.
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.
Both genders may apply in accordance with the L. 903/77 (s.m.i).