Customer Data & Experience Senior Lead
Sofia- Srebarna 16, BG
What you do:
- Lead Allianz Bulgaria's newly established Customer Data & Experience unit, managing and developing a team of up to four employees.
- Design and implement initiatives that transform customer data and feedback into measurable improvements in loyalty, retention, and customer-centric decision-making.
- Customer Listening (NPS, VoC & Complaints): Own and grow Allianz Bulgaria's NPS and VoC program, closing the loop from feedback to action.
- Customer Experience & Journey Management: Design and continuously improve end-to-end customer journeys across all touchpoints.
- Customer Platforms & Data Governance: Govern CRM ensuring accurate, accessible, compliant data.
- Customer Segmentation, Analytics & Churn Prediction: Build segmentation and churn models that drive proactive, targeted action.
- Team Leadership & People Development: Develop a team, driving upskilling, engagement, and continuity.
- Stakeholder Collaboration & Strategic Alignment: Partner with the Regional team, Group GSMD, Brand & Communication, Market Intelligence, and the Head of CEO Office on strategic marketing initiatives and budget planning.
What you bring:
- Bachelor's degree in Business, Data Science, Economics or related field; Master's/MBA strongly preferred.
- 5+ years in customer-facing roles, with 2+ years in a leadership role, ideally in CX/customer insight, data & analytics, or product/portfolio management.
- Proven experience building and leading small teams (3+ people), with a track record of upskilling and engaging people.
- Financial services experience preferred; CCXM, Google Analytics, or SQL/Data Analysis certifications a plus.
What we offer:
Money
- Annual performance-based bonuses
- Free employee share + stock purchase plan
- Preferential pricing on Allianz products
- Additional pension
- A discount network with 50+ sites
Time
- Hybrid work model
- Extra day off every 5 years of service
- Additional day off - Allianz Family Day
Health
- Free medical insurance
- Special price for Multisport Card
- 24/7 mental health support
Career
- Career development, digital learning & international mobility.
- Opportunities across insurance, asset management & banking within Allianz Group.
- Great Place to Work & EDGE certified environment.
- Fresh fruit and free coffee in the office
- Off-site location in the mountains
- Corporate teambuildings
104281 | Marketing & Design | Management | Non-Executive | Allianz Bulgaria | 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.
