CX Strategy and Transformation Lead

Role Overview

The Customer Experience (CX) team is at the heart of Allianz's ambition to become the most customer-centric insurer in the world. We are driving a company-wide transformation — embedding customer thinking into every strategic decision, every project, and every department. As our CX Strategy & Transformation Lead, you will be a key architect of this journey, reporting directly to the Global Head of Customer Experience. You will own the CX strategic plan end-to-end, lead the PMO for all CX initiatives, and champion the use of data, AI, and digital tools to turn customer insight into measurable business growth.

Main Responsibilities:

CX Strategic Plan & Agenda Setting

• Drive the development of the multi-year CX strategic plan alongside the Global Head of CX and executive stakeholders
• Translate the plan into a prioritised roadmap with clear owners, milestones, dependencies, and success criteria
• Challenge business cases and arbitrate priorities based on customer value and business impact
• Prepare CX strategy materials and decision papers for Board, ExCo, and governance bodies

PMO for CX Topics

• Act as the single PMO for the CX portfolio: governance, planning, budget tracking, risk and issue management, and reporting
• Set up and run CX governance routines (steering committees, portfolio reviews, checkpoints) and ensure decisions are documented and followed through
• Ensure methodological consistency, templates, and quality standards across all CX initiatives

Customer Focus as a Business Growth Enabler

• Build the narrative and evidence linking customer experience to growth, retention, loyalty, and efficiency
• Define and monitor the CX KPI framework (NPS, VOC, effort, churn, renewal, value) and its link to business performance
• Secure the integration of customer objectives into the company's planning, budgeting, and performance cycles
• Partner with Lines of Business and Sales to convert customer insight into growth opportunities.
  
  

CX Transformation & Mindset Embedding

• Design and lead the CX transformation programme across the company
• Embed CX standards, methods, and customer checkpoints into strategic projects and departmental ways of working
• Deploy training, communities of practice, ambassador networks, and change management to develop the CX mindset in all departments
• Coach project leaders and department heads on customer-centric design and decision-making

Stakeholder Management & Influence

• Act as trusted advisor to the Global Head of CX and as a central point of contact for CX across Group, regions, and local entities
• Align with the Central Projects' Office and Strategy functions to avoid duplication and ensure one consistent transformation agenda
• Influence senior stakeholders without hierarchical authority and resolve cross-functional blockers

Who You Are

• You have significant experience in strategy consulting, transformation management, or programme/portfolio management — ideally in insurance, financial services, or a customer-centric industry
• You bring a strong track record of leading cross-functional, company-wide transformation programmes
• You are skilled at building governance frameworks, managing complex portfolios, and driving accountability at scale
• You have excellent stakeholder management skills and can influence senior leaders without direct authority
• You are a compelling communicator who can translate complex strategies into clear, actionable plans
• You have experience defining and monitoring KPI frameworks (NPS, VOC, customer effort, churn, retention)
• You are comfortable working with data and analytics to build evidence-based business cases
• AI Readiness: You are curious about and open to leveraging AI-powered tools, automation, and data-driven technologies to enhance CX measurement, insight generation, and decision-making. You actively explore how AI and digital innovation can accelerate transformation outcomes and improve customer experiences at scale

Future Challenges You Will Shape

• Strategic plan leadership: Frame, challenge, and orchestrate the CX strategic plan — ensuring it is ambitious, measurable, and connected to the company's growth agenda
• Customer focus as growth enabler: Build and defend the business case for customer centricity, linking CX investments to retention, loyalty, revenue, and efficiency
• Company-wide CX transformation: Embed the CX mindset into strategic projects and into the day-to-day of all departments, overcoming silos and competing priorities
• PMO discipline at scale: Deploy a governance model giving transparency on scope, budget, milestones, risks, and benefits across a growing CX portfolio
• Change management and adoption: Shift behaviours and ways of working, equipping leaders and teams with CX methods, standards, and KPIs.

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.