Digital Transformation Lead

The Digital Transformation Lead is an operations based role responsible for driving digital enablement and process transformation within the Customer Operations function. The role acts as the primary digital transformation partner to the Customer Operations leadership team, supporting the development and evolution of the functions target operating model to enable efficient, scalable and high quality global service delivery.

Customer Operations is a global function responsible for front facing customer engagement within a health insurance environment, including contact center operations, customer service teams and specialist medical teams that support customer interactions.

Operating as part of the broader Digital Transformation team within Operations, this role works closely with functional leadership to ensure that processes, digital tools and operating models effectively support business objectives. The role collaborates extensively with other teams such as Claims, Policy Management, IT as well as Centers of Excellence but its focus is on the business ownership of digital capabilities, processes and transformation initiatives at an operations level.

Success in the role requires strong stakeholder engagement and the ability to influence across a complex ecosystem in a large geographically dispersed organisation. The role must translate operational needs into actionable transformation initiatives and ensure the successful progression of digital and process improvements.

What we do

Responsibilities include, but are not confined to, the following:

Operating Model & Transformation

• Partner with the Customer Operations functional leadership team to support the development, implementation and continuous improvement of the functions target operating model
• Identify opportunities to enhance operational performance through digital enablement, process redesign and automation
• Support the design and delivery of transformation initiatives that improve customer service outcomes and operational efficiency

Digital Capability Ownership

• Act as the business owner and champion for digital capabilities supporting Customer Operations
• Ensure that existing digital tools and platforms effectively support operational needs and evolving customer service models
• Contribute to the design, enhancement or retirement of digital tools
• Partner with IT and other stakeholders to translate business requirements into actionable development roadmaps

Stakeholder Engagement & Influence

• Act as a trusted advisor and transformation partner to Customer Operations leadership
• Build strong working relationships across the business including with other functional areas
• Influence decision making and align stakeholders to progress transformation initiatives within a complex global environment

Continuous Improvement & Change Enablement

• Support the successful implementation and adoption of digital and process changes across global operational teams
• Ensure transformation initiatives are aligned with the realities of a multi jurisdictional operating environment
• Work with operational leaders to ensure teams are prepared for and capable of adopting new tools, processes and ways of working
• Champion process transformation initiatives focused on measurable operational outcomes
• Drive improvements in areas such as average handling time, reduction of manual touchpoints and quality improvements

Emerging Technology & Innovation

• Maintain awareness of emerging technologies, including AI and automation capabilities relevant to customer operations
• Support the function in identifying practical opportunities to leverage new technologies to enhance customer service delivery and operational efficiency

What you will bring

To be successful in this position you will need to have the following skills / experience:

Essential

• Minimum of 3 to 5 years’ experience in an operational improvement or digital transformation role
• Experience supporting or delivering digital tool implementation, process improvement, or operational transformation initiatives
• Strong stakeholder management and influencing skills
• A clear record of career progression in previous roles

Desirable

• Experience of working in a regulated environment
• Experience of working in a contact center environment in digital transformation

Personal Attributes

• Results driven and pragmatic, focused on achieving measurable outcomes.
• Able to balance strategic thinking with hands on delivery.
• Confident communicator and facilitator, able to build trust across diverse stakeholder groups.
• Collaborative and resilient, thriving in a dynamic and global environment.

AI Readiness  Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

What we offer

As an equal opportunity employer, Allianz Partners recognizes that our strength lies in our people and we are committed to diversity and inclusivity. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us!

• New Normal”, it’s not news to us: As a global company, we’ve known the hybrid model before it was ‘in’. Work flexibly according to internal guidelines (e.g., hybrid model/ flexible working hours)
• Investments for the future: Access to pension/ savings plans/ Allianz products
• Shared success: Company share purchasing plan
• Support for what matters: Mental health and wellbeing programs
• Investments in your career: Career opportunities within the entire Allianz Group
• Investments in your skills:  Comprehensive learning and development offerings, including certifications and professional qualifications
• … and so much more!

 To Recruitment Agencies

Allianz recruits through dedicated in-house teams and does not accept unsolicited resumes/CVs, candidate introductions, or outreach from agencies or search firms. We only engage agencies under a prior, written contract and, where applicable, via our Preferred Supplier List (PSL). No fees will be paid for any candidate submitted or introduced without a contract in place, even if that candidate is subsequently hired. Do not contact hiring managers directly. Any breach, including unsolicited submissions, off-PSL contact, or attempts to invoice without an agreement, will result in candidate disqualification, termination of any existing contract, and non-payment of fees. 

(67491 | Underwriting | Professional | PG10 | Allianz Partners | Full-Time | Permanent) 

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. 

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.