Customer Experience and Insights Consultant

At Allianz, we care for all the things that make you, you. For feeling like you belong. For a place where learning never stops. For growing new skills and opening up exciting possibilities. For your curiosity to thrive and help transform an industry. And when life twists, there’s flexibility for balance and the support you need. We know that flexible work comes in different forms, that’s why we’re embracing hybrid teams - enabling employees to maintain a balance of working both in the office and remote, supporting the needs of both the business and individual. So, come and share your ideas, give back and feel proud to be part of a company doing work that matters across climate change and mental health. Let’s care for everyone’s tomorrow so we can create a better future together.

Customer Experience and Insights Consultant - Personal Injury | Charlestown, NSW
- Feel empowered to make a positive impact
- Join a dynamic and collaborative team
- Flexibility with a hybrid working model

About this role

In this role you will work closely with different Business Units to review and analyse customer feedback channels such as complaints, compliments, customer experience surveys and phone metrics in order to drive continuous improvements for our customers. This opportunity comes at a pivotal time with the launch of our Voice of Customer Program across various Business Units in our Personal Injury Division

You'll be responsible for:

- Supporting the development and delivery of data led insights and ongoing reporting on customer metric performance
- Speaking with customers to understand their overall customer experience
- Coordinating regular customer experience training and information sessions for employees which supports continuous customer experience improvements
- Building strong relationships with stakeholders to drive innovative approaches to improve the overall customer experience and where required supporting the launch of the Voice of Customer Program across various business units
- Supporting the NSW Personal Injury business in achieving performance targets and ensuring controls are in place for all customer related Deed requirements

Important to your success:

- Ability to prioritise effectively and manage competing resource demands across a specialised team
- High attention to detail and completing tasks thoroughly and accurately with the ability to identify errors and inconsistencies within data
- Demonstrated ability to build effective relationships with business stakeholders
- Excellent verbal and written communication skills
- Desirable - Analytical and critical thinking capability to interpret a range of data, identify patterns, trends and links that inform judgements and solutions

What's on offer?
- Access on-demand lifelong learning and take control of your career development.
- Learn through being supported and encouraged to take on new challenges that will help you to develop new skills
- Be part of a team that’s open-minded, supportive, approachable and genuinely focused on customer outcomes
- We understand about work-life balance, we are always willing to discuss flexible & remote working options with our employees. Allianz is an accredited FlexReady employer.
- Access a range of benefits, such as discounts at retailers, travel firms, health insurers, gyms and financial institutions, alongside a significant discount on Allianz insurance products.

About us

Allianz 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. We do this through delivering a great customer experience that is the result of appreciating each other every single day, showing heart by really listening and seeing things from the perspective of others by always asking, "how can I help?". Allianz is committed to enabling a culture where inclusion is embedded, everyone belongs and new ideas are embraced. We welcome and value talent from all backgrounds, experiences and ways of working Please advise us if you require any reasonable adjustments to fully participate in the recruitment process or perform the requirements of the role. As a requirement of your role, it may be necessary from time to time for you to attend the workplace. In accordance with our COVID-19 Vaccination Policy, all entrants to Allianz operated workplaces in Australia (includes attending a customer or vendor site to conduct work on behalf of Allianz), must be fully vaccinated against COVID-19 (includes booster shot, where mandated by local health authority), unless the employee can present a valid medical exemption certificate.

LI-ALLIANZAU