Customer Experience & Insights Specialist

About Allianz

We are proud to be one of the world’s most trusted insurance companies, serving over 800,000 customers across Ireland, for over 100 years. Our success is primarily down to the incredible people we employ. With over 700 people in Allianz Ireland, we truly care for our employees and their individual needs and aspirations.

While this role is officially based in Elm Park, Dublin 4, the team work within a hybrid working model, offering you the flexibility and support needed to excel in your role.

We are incredibly proud to be recognised as a Great Place to Work having won the Super Large Category in 2025, as well as being one of Ireland’s Best Workplaces for Women and Best Workplaces for Health & Wellbeing. If you're ready to take the next step in your career, apply now and become part of the team!

The Opportunity

The vision of Allianz Ireland’s Market Management function is to transform how we perceive, design, deploy and service our products to ensure we become the most trusted customer-centric insurer in our market.

This specialist area within Market Management, optimises Customer Experience across all distribution channels, and provide critical customer and market insights, customer analytics and reporting to key stakeholders across our business.

The Customer Experience & Insights Specialist will play a key role in shaping and delivering Allianz Ireland’s Customer experience strategy. This includes managing the Voice of the Customer and the Voice of the Broker programmes, driving customer journey improvements, conducting market research and providing actionable insight to enhance customer satisfaction and loyalty. This role requires strong analytical capability, stakeholder engagement and a passion for customer centricity.

Key Responsibilities: 

Voice of Customer (VOC) and Voice of the Broker (VoB) Programmes 

• Drive the maturity of Allianz Ireland’s VoC and VoB programmes, ensuring optimal framework, distribution, response rates, and measurement methodology.
• Analyse and interpret complex data sets to deliver actionable insights and recommendations.
• Create high-quality outputs (reports, dashboards, infographics) to influence decision-making and drive customer loyalty and commercial growth.
• Deliver VOC performance scores to operational teams, oversee closed-loop processes and work with cross functional teams to deliver solutions for optimal customer outcomes.
• Manage relationships with VOC/VoB platform providers

Customer Experience Design & Improvement 

• Adapt and implement Allianz Group CX methodologies locally.
• Lead and support journey redesign programmes from insight to ideation and recommendation, ensuring optimal customer experiences.
• Build strong partnerships and collaborate cross functionally to embed customer centric practices and deliver measurable improvements in customer journeys.

Define and deliver customer experience training for both customer-facing and non-customer-facing staff.

Customer & Market Research 

• Conduct competitor benchmarking, mystery shopping, and sectoral research to identify trends and opportunities.
• Provide insights that inform product development, pricing, and service enhancements.

• Undertake primary research for the business where required, including designing question sets, building and test the survey, creating reports and recommendations
• Utilising insights, support new  journey / existing journey redesign program of work utilizing the CX methodology, from insight to ideation to recommendation
• Deliver best in class insight communication to influence the key stakeholders, demonstrating a clear attention to detail and the ability to identify improvements or opportunities to drive commercial growth or improve customer satisfaction.

Performance Measurement & Continuous Improvement 

• Work with data and insights teams to optimised our dashboards and deliver regular reporting to senior leadership.
• Drive a culture of continuous improvement, leveraging best practices and emerging technologies including AI.

• Manage customer initiative tracking and monitoring to ensure customer satisfaction at all touchpoints

Key Requirements / Skills & Experience 

Essential: 

• Third level or postgraduate qualification in Marketing or Business
• A minimum of 4 years experience in a VOC or market research related role
• Experience of using Net Promoter Score (NPS) methodologies
• Experience of deploying  and managing VOC/VoB programmes
• VOC application expertise (e.g. Medallia, Qualtrics, InMoment)
• Proficiency with MS Office, particularly Advanced Excel and Powerpoint

Desirable: 

• Financial Services experience
• Post graduate or professional qualification in business, data science
• MCC qualifications desirable

Our Benefits: 

We offer a competitive remuneration package, generous pension scheme contributions, health insurance, a working from home allowance, numerous wellbeing and family benefits, an onsite gym, and a well-connected, accessible location with onsite staff parking and free lunches.

Allianz plc. is regulated by the Central Bank of Ireland.

#LI-Hybrid This is a hybrid remote/in-office role

88065 | Marketing & Design | Professional | Non-Executive | Allianz Ireland | Full-Time | Temporary

We at Allianz believe in a strong inclusive culture that encourages people to speak their minds, get involved and question the status quo. We are proud to be an equal opportunity employer and 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 race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Great to have you on board. Let's care for tomorrow.