CX Program Delivery Lead APAC

Role Overview

The CX Onboarding & Monitoring Hub is the engine behind Allianz's Voice of Customer (VoC) programmes across the globe — ensuring that customer feedback models are deployed consistently, effectively, and at scale. As our CX Program Delivery Lead (APAC), you will be the critical bridge between regional onboarding managers and central strategy, coordinating the rollout of CX models across APAC markets. Reporting to the Head of CX Onboarding & Monitoring Hub, you will orchestrate the integration of local systems with global platforms (e.g., Allianz Partners, Medallia), harmonise feedback journeys, and drive the adoption of data-driven and AI-enabled approaches to elevate customer experience measurement and delivery across the region.

Main Responsibilities

Coordinate Regional Onboarding Activities

• Act as the coordination function for regional CX onboarding managers across APAC, ensuring alignment with global strategy, standards, and priorities
• Strengthen collaboration across regional teams to enable mutual sharing of best practices and resolution of blockers

Support VoC Journey Implementation

• Ensure proper setup of CX models including PCS triggers, question sets, and feedback flows across channels and Lines of Business
• Support onboarding managers in troubleshooting, issue resolution, and adherence to trigger rules and loop-up ontology

Ensure Technical Feasibility & Integration

• Coordinate with local IT teams and global platform teams to align system flows and interface behaviours for successful data capture and model deployment
• Support the integration of feedback flows into operational dashboards and reporting tools

Manage Onboarding of New Business Partners

• Collaborate with internal stakeholders and Business Partners to coordinate onboarding processes, including VoC setup, volume sizing, and compliance with contract regulations
• Ensure smooth onboarding without compromising customer journey visibility or regional expectations

Collaborate with Lines of Business (LoB)

• Interact with LoBs to gather requirements, validate ad hoc survey content, and ensure proper fit of feedback models with operational needs and customer touchpoints
• Pursue stronger engagement with LoB stakeholders to tailor feedback journeys and ensure business buy-in and operational feasibility

Standardise Implementation Documentation

• Develop and maintain documentation (guidelines, templates, checklists) to support consistent deployment of VoC models across countries and Business Units

Monitor Onboarding Progress & Readiness

• Track and follow up on the status of active onboarding tasks, flag bottlenecks, and report progress to the Head of CX Onboarding & Monitoring in a structured and actionable manner

Support Strategic Initiatives

• Provide programme management support for initiatives aimed at improving onboarding quality and model performance
• Support ownership of data analysis reviews with the Monitoring Managers

Facilitate Cross-Consultation & Knowledge Sharing

• Collect and articulate implementation blockers, identify best practices across regions, and support peer-learning across the regional onboarding community.

Who You Are

• You have proven experience in CX management or customer service improvement roles, with responsibilities for customer journey design, satisfaction tracking, and experience optimisation
• You have hands-on experience with VoC programmes, CX survey and measurement mechanisms, and customer feedback platforms (e.g., Medallia or similar tools)
• You bring a strong background in customer insights analysis, with experience using data to guide CX decisions and define actionable improvements
• You have experience working with multiple business units or Lines of Business to ensure alignment, particularly in large, matrixed organisations
• You have a proven track record of working closely with cross-functional teams (e.g., markets, IT) to implement customer-centric initiatives
• You possess excellent analytical skills with the ability to solve complex challenges in digital product development and data-driven environments
• You have good market knowledge of the insurance or assurance sector
• You are an excellent communicator in English; additional languages are a strong advantage
• You hold a Master's Degree in Business, Computer Science, Digital Marketing, Product Management, or a related field
• Certifications in Agile Product Management, UX/UI Design, or Data Analytics are an advantage
• AI Readiness: You are curious about and open to leveraging AI-powered tools, automation, and advanced analytics to enhance CX measurement, streamline onboarding processes, and generate deeper customer insights. You actively explore how AI and digital innovation can improve programme delivery, identify trends and gaps in onboarding performance, and drive smarter, data-informed decision-making at scale.

What Sets You Apart — Competencies & Soft Skills

• Customer Focus — You put the customer at the centre of every decision and process
• Results Orientation — You are driven to deliver outcomes with quality and consistency
• Fostering Relationships — You build trust and collaboration across diverse teams and regions
• Strategic Orientation — You align programme delivery with long-term business objectives
• Driving Change & Innovation — You champion new ways of working and embrace continuous improvement
• Entrepreneurial Orientation — You take initiative, identify opportunities, and act with ownership
• Market Insight — You understand the competitive and regulatory landscape of the insurance sector
• Driving Diversity — You value diverse perspectives and foster an inclusive working environment
• Strong ability to make key decisions independently, especially regarding localisation, prioritisation, and design
• Understanding of cultural and regional nuances that impact digital products, with the ability to manage localisation effectively

Future Challenges You Will Shape

• Cross-regional alignment: Strengthen collaboration across regional onboarding managers to ensure better alignment and mutual sharing of best practices and blockers
• Data-driven programme delivery: Support more systematic data and AI capabilities to identify trends and gaps in onboarding performance across the region
• Consistent CX implementation: Drive consistent deployment across countries, including adherence to trigger rules, loop-up ontology, and integration of feedback flows into operational dashboards
• Deeper LoB engagement: Pursue stronger engagement with Lines of Business stakeholders to better tailor the onboarding of feedback journeys and ensure business buy-in and operational feasibility

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. 

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Join us. Let's care for tomorrow.