Head of CX onboarding and monitoring hub
Saint-Ouen, 93, FR, 93400
What you do
The Head of the VoC Onboarding Hub plays a crucial role in enabling the successful operational and technical deployment of the Voice of Customer (VoC) across all Business Units and Lines of Business within Allianz Partners. This role bridges the gap between CX model performance, CX orchestration team, and the others departments ensuring that all VoC journeys are implemented consistently based on business rules and tools capabilities, monitored effectively, and technically optimized based on live performance. Working closely with all stakeholders (both internal and external), the Head of the VoC Onboarding Hub ensures that each new partner or country is guided from initial onboarding to full platform integration.
The role evolves around 4 key pillars:
1) Driving and standardizing VoC partner onboarding across all BUs --> ensure the successful technical onboarding of new Business Partners and countries (across ABS and non-ABS systems) by coordinating all steps from kick-off to full integration.
2) Monitoring VoC operational performance and coordinating corrective actions --> actively track VoC performance metrics (e.g. response rate, reachability, volume fluctuations) and coordinate recovery actions in case of anomalies. Through daily monitoring and direct collaboration with local teams and the External VoC Provider.
3) Translating business needs into ad hoc survey implementations while ensuring compliance --> oversee the delivery of surveys for specific initiatives, translating business requests into actionable configurations, and coordinating compliance steps. The role does not cover recurring or standard survey deployments, but focuses exclusively on one-off, high-impact implementations.
4) Ensuring consistent deployment and governance of Post Call Survey (PCS) --> lead the global coordination of PCS implementation in partnership with Telephony, Reporting, and local operations teams. Ensure unified implementation across Business Units, drive regular updates to corporate guidelines, and act as guardian of PCS deployment standards.
A key aspect of the role is ensuring a seamless, standardized, and high-quality onboarding experience into the VoC ecosystem.
This includes establishing a culture of operational excellence, maintaining consistent performance monitoring proactively identifying technical or volume-related deviations. Collaboration and clear governance are essential to ensure new onboardings align with global KPIs, legal requirements, and data quality standards.
Key challenges
-Protect the VOC blueprint by applying right extraction rules
-Ensure survey volumes are consistently maintained and monitored
-Push for global standardization while understanding LoB specifics, local constraints and business priorities
-Prevent fragmented onboarding by providing a single point of coordination and accountability.
Future challenges
-Map a complex and fragmented landscape of onboarding needs across Business Units and LoBs, translating them into a limited number of shared and scalable onboarding archetypes.
-Analyze current onboarding workflows, identifying best practices, inefficiencies, and areas for process improvement to design a consistent and high-performing experience.
-Ensure volume stability and data quality over time, even in high-season or fast-changing operational contexts, by embedding robust monitoring and feedback mechanisms.
-Foster cross-functional alignment between global, local stakeholders and business partrners to reduce implementation friction.
Key Responsibilities
1 – Design and Operationalization of Onboarding Frameworks
-Define a scalable and structured VoC onboarding journey for Business Partners and countries, ensuring clarity and consistency from initial request to full platform activation
-Map onboarding processes and technical flows (ABS and non-ABS), identifying all integration steps, handoffs, and dependencies
-Continuously improve the onboarding experience based on feedback, execution pain points, and implementation performance
-Maintain documentation, standards, and best practices to guide global implementation in a repeatable and efficient way
2 – Translate Business Needs into Actionable Survey Deployments
-Collect and assess ad hoc business requests for survey implementation, ensuring feasibility and consistency with VoC governance
-Translate requirements into blueprints and coordinate all steps needed for configuration, legal review, and technical readiness
-Ensure one-off surveys are implemented efficiently, respecting corporate standards while addressing specific objectives
-Collaborate with stakeholders to manage expectations and timelines, avoiding duplication or deviation from core architecture
3 – Monitor VoC Operational Performance and Trigger Recovery Actions
-Own the daily monitoring of operational KPIs (response rate, survey reach, drop-offs) across Business Partners, Countries, and LoBs
-Receive and investigate rejection reports from VoC provider, coordinating resolution with BI, VoC Provider and local teams
-Act as first-line escalation point for survey breakdowns, delays, or data delivery issues
-Ensure early-warning mechanisms are in place to protect data integrity and volume targets
4 – Lead the Global Deployment of Post Call Survey (PCS)
-Coordinate the implementation of PCS surveys globally, in collaboration with Telephony, Reporting, and Operational teams
-Ensure consistency in setup, logic, and channel activation across all countries and Business Units
-Maintain PCS deployment guidelines, ensuring regular updates and alignment with changing systems and business expectations
-Monitor the performance and effectiveness of PCS as a critical VoC channel, and trigger adjustments as needed
5 – Ensure Compliance, Legal Coordination and Quality Assurance
-Coordinate with Legal and Compliance to ensure surveys follow the necessary data protection and regulatory standards (e.g. PIA, DPA)
-Oversee testing and quality checks before go-live to validate survey performance and proper delivery
-Maintain alignment with corporate privacy requirements and act as facilitator for legal approvals during survey rollout
-Support audit readiness by keeping all documentation structured and traceable
6 – Stakeholder Management & Cross-Team Collaboration
-Act as central point of contact for Business Partners, Business Units, LoBs, Legal, BI, and external vendor during onboarding and survey delivery
-Align with other CX stakeholders to maintain cohesion in delivery
-Facilitate cross-functional initiatives where onboarding or data flow optimization impacts broader VoC or CX strategies
7 – Team Leadership & Development
-Build and lead a high-performing team
-Define team roles, priorities, and working model to ensure responsiveness and quality across global delivery
-Foster a culture of accountability, agility, and continuous improvement
-Ensure onboarding capacity scales with business needs and upcoming partner pipelines
What you bring
Required Education & Experience
- Master’s Degree in a relevant field such as Business, Computer Science, Digital Marketing, Product Management, or related fields.
- Certifications in Agile Product Management, UX/UI Design, or Data Analytics would be an advantage.
- Proven experience in CX management or customer service improvement roles, with responsibility for customer journey design, satisfaction tracking, and experience optimization.
- Experience in managing customer feedback mechanisms, including VoC programs.
- Strong background in customer insights analysis, with experience using data to guide CX decisions and define actionable improvements.
- Experience working with multiple business units or lines of business (LoBs) to ensure alignment, particularly in large organizations.
- Familiarity with CX tools and platforms for VoC analysis, customer feedback collection, journey mapping, and customer analytics.
- Proven track record of working closely with cross-functional teams (e.g., markets, IT) to implement customer-centric initiatives.
Technical Skills
- Excellent analytical skills, with a proven ability to solve complex challenges in digital product development and data operationalization.
- Good market knowledge of the insurance/assistance sector
- Excellent command of English and additional languages (especially French and German)
General Skills
- Ability to make key product decisions independently, especially regarding localization, prioritization, and design.
- Strong strategic mindset to align digital products with business objectives and long-term goals.
- Excellent communication skills to manage expectations, provide clarity, and ensure alignment across various teams.
- Understanding of the cultural and regional nuances that impact digital products, with the ability to manage localizations effectively.
What we offer
Our employees play an integral part in our success as a business. We appreciate that each of our employees is unique and has unique needs and ambitions, and we enjoy being a part of their journey.
We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is a key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.
84659 | Marketing & Design | Management | Allianz Executive | 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.
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