CX Insights lead

This job is with Allianz Commercial, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

At Allianz Partners, we are committed to creating outstanding customer experiences that drive loyalty, satisfaction, and business growth. We are looking for a Customer Experience Insights Lead to play a pivotal role in shaping our global customer experience strategy through data-driven insights, Voice of the Customer (VoC) intelligence, and customer journey analysis. In this global leadership role, you will lead a team of CX analysts, transforming customer feedback and operational data into actionable recommendations that influence strategic decisions, enhance customer journeys, and embed a truly customer-centric culture across the organization.

What You Do

1. CX Insights Strategy & Framework Develop and evolve Allianz Partners' global Customer Experience Insights framework. Leverage Voice of the Customer (VoC) data, operational metrics, and AI-driven analytics to generate actionable insights. Build measurement models to assess the impact of CX initiatives and support strategic decision-making.

2. Customer Insights & Analytics Lead the CX Insights team in identifying customer trends, pain points, and improvement opportunities. Transform customer feedback and data into compelling stories, dashboards, and recommendations. Deliver meaningful insights that help improve customer satisfaction, loyalty, and business performance.

3. Customer Journey Excellence Drive end-to-end customer journey analysis across multiple Lines of Business. Identify friction points and prioritize initiatives that create the greatest customer impact. Benchmark best practices and continuously seek opportunities to enhance the customer experience.

4. Stakeholder Collaboration & Business Impact Partner with senior leaders and cross-functional teams to embed customer-centric thinking into products, services, and processes. Facilitate workshops and collaborate with global and local stakeholders to drive CX initiatives. Influence strategic decisions through data-driven recommendations and customer insights.

5. Continuous Improvement Define and monitor CX performance metrics and KPIs. Measure the effectiveness of initiatives and ensure continuous improvement. Support a customer-first culture through change management and CX advocacy.

What You Bring

Technical Skills Strong experience in Customer Experience, Customer Insights, Voice of the Customer (VoC), or Customer Journey Management. Advanced analytical capabilities with the ability to interpret complex datasets and translate findings into business actions. Experience working with customer feedback, operational KPIs, digital analytics, and market research. Strong understanding of data-driven decision-making, dashboarding, and insight generation. Knowledge of AI-enabled analytics and customer insight methodologies is a plus.

General Skills Strategic mindset with a strong customer-centric approach. Excellent communication, storytelling, and stakeholder management skills. Ability to influence and collaborate across functions and cultures. Proven people leadership capabilities and experience managing high-performing teams. Strong focus on results, innovation, continuous improvement, and relationship building. 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.

Required Experience Proven experience in Customer Experience, Customer Insights, Strategy, Analytics, or a related field. Experience leading teams and driving initiatives in complex, international organizations. Track record of turning customer insights into measurable business outcomes. Experience in the insurance, assistance, financial services, or similarly customer-focused industries is highly valued.

Required Education Master's degree in Business, Data Analytics, Marketing, Product Management, Computer Science, or a related discipline. Certifications in Agile, Data Analytics, Customer Experience, UX/UI, or related fields are considered an advantage. Fluent English required; additional languages such as French or German are a plus.

How we hire

Allianz Partners does not accept unsolicited CV's or approaches from agencies. We only work with partners on our approved supplier list, under contract. Any unsolicited submission will not be considered.

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 profession