Service Transformation Manager

About Allianz 

We are proud to be one of the world’s most trusted insurance companies, and Ireland’s #1 Property & Casualty Insurer serving over 900,000 customers across Ireland, for over 100 years. Our success is driven by the incredible people we employ, with over 800 people in Allianz Ireland, we are committed to supporting our employees' individual needs and aspirations. 

This role is officially based in Elm Park, Dublin 4, but we embrace a hybrid working model that offers you the flexibility and support you need 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 & 2026, as well as being named 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 Service Transformation Manager will shape and articulate a clear product vision aligned with business strategy and transformation goals.  

This role is critical to driving the evolution of service journeys to “beat the best” industry standards, advancing a self-serve dominant model and harmonizing platforms and processes across all operational and customer-facing areas. The role will lead the delivery of the multi-year transformation workstreams, including the modernisation of core service technology and platforms.

The Service Transformation Manager will champion the integration of AI to enhance service delivery and identify opportunities to leverage AI for improved customer and employee experiences. The role will also ensure customer experience is designed from the outset (CX by design), and that the full value of delivered initiatives is realised after go live. 

The Service Transformation Manager will be a key role in strengthening business involvement into product delivery and will coordinate the availability of key Business experts. 

Key Responsibilities:   

• Product Vision & Strategy: Align a common product vision and roadmap with associated priorities across business stakeholder groups. Establish close alignment and partnership with Product Managers to technically shape the product vision.  

• CX by Design: Ensure customer experience is designed in from the outset of every initiative, by embedding CX requirements in the annual business vision, business case and roadmap prioritisation, and testing solutions against them at review and approval stages.
• Business Case Management: Prepare and own the business case and value proposition, ensuring alignment with business priorities.  

• Objectives & Success Metrics: Drive the definition of product objectives and success metrics in collaboration with senior stakeholders. Oversee business hypercare after go live working with Product & IT to ensure issues are resolved. Track and report benefits following project implementation to feed into OE and Group reporting, supported by the Data & Product teams. 

• Budget Management: Manage tactical budget and ensure alignment with product vision and business strategy. 

• Prioritisation: Set annual and quarterly priorities at a business level and ensure the product backlog is aligned. Ensure alignment with the Product team regarding agreed scope, business value, plans, timelines, business deliverables and business resource availability.  

• Delivery Coordination: Support feasibility assessments and align expectations with Product and IT delivery teams. Ensure and coordinate the availability of key business expertise and organisational input for specification and delivery.  

• Decision-Making & Trade-offs: Facilitate decision-making on trade-offs, scope, and value realisation at senior levels.  

• Release Planning: Collaborate with Product to plan and coordinate releases from a business perspective. Communicate delivery and release plans and timelines within the business function. 

• Governance, Reporting & Control: Support Product Managers in preparing and orchestrating key planning and governance meetings (e.g., ABR, QP). Work closely with control functions to ensure robust governance frameworks are in place across transformation initiatives. 

Key Requirements / Skills & Experience 

 Essential:  

• Demonstrated experience leading business, service or digital transformation within financial services or a similarly regulated industry. 

• Proven experience in end-to-end project and programme management, with accountability for planning, prioritisation, governance, delivery and benefits realisation across a portfolio of transformation initiatives. 

• Demonstrated experience delivering complex transformation programs involving multiple stakeholder groups, business functions and technology teams. 

• Experience delivering or supporting large-scale change initiatives involving customer experience, platform modernisation, service and/or digital transformation.  

• Strong cross-functional expertise, with the ability to navigate, influence and align stakeholders across Operations, IT, Risk, Compliance, and Customer Experience. 

• Strong understanding of business case development, post go-live adoption, hypercare, benefits realisation and value tracking 

• Proven ability to interpret business problems, identify root causes, and design innovative, customer-centric solutions, with a working understanding of CX by design and customer experience measures (e.g. VOC, NPS)

• Experience working in Agile/Scrum delivery environments and partnering effectively with Product and Technology teams. 

At Allianz Ireland, we are committed to embracing innovation and the responsible use of Artificial Intelligence (AI) to drive innovation and business success. We are seeking candidates who demonstrate curiosity, adaptability and have a proactive approach to learning and development. An awareness of AI-powered tools, data-driven decision making and data analysis will be highly valued. 

Our Benefits:  

We offer a competitive remuneration package, generous pension scheme contributions, health insurance, 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. 

108466 | Operations | Management | Non-Executive | Allianz Ireland | Full-Time | Permanent