Role Description Allianz has an exciting opportunity to join the Commercial Customer Experience team as a Customer Experience Lead Salary Circa £50,000 p.a. This a Hybrid role based in Guildford. However, we can discuss the option of working from any of our other UK offices with occasional travel to Guildford, if preferred, during the recruitment process. Key Accountabilities As part of the Customer Experience team, you’ll: Shape, develop and deliver our customer experience strategy Act as a customer advocate on strategic initiatives and projects Optimise experience through research and analysis to understand customers’ needs, preferences and pain points Engage with and prepare reporting for various customer forums and committees Collaborate with cross-functional teams – e.g. through facilitating workshops – and build a network across Allianz UK Measure and report on key performance indicators, and identify opportunities to gather and cut data in new ways to deliver the best possible insight for our business Keep up to date with industry trends and best practice in customer experience. Essential skills & experience Experience in a customer-focused role – be that a dedicated customer experience position or working directly with customers/brokers in the insurance market Knowledge and experience of the UK commercial insurance market Ability to easily build trusted relationships with a diverse group of stakeholders Excellent communicator, with ability to able to influence and negotiate at senior levels Self-organising – able to work autonomously with strong organisational and time management skills Demonstrable experience of utilising customer research and insights to drive decision making and effect change for the better Understanding and knowledge of customer experience related metrics (e.g. NPS) Comfortable scrutinising and interpreting data, with a keen attention to detail Desirable skills & experience ACII qualification, or working towards In-depth understanding of Consumer Duty and Vulnerable Customer requirements within the insurance industry What We Will Offer You Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from – so you can pick a package that’s perfect for you. We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including: Flexible buy/sell holiday options Hybrid working Annual performance related bonus Contributory pension scheme Development days A discount up to 50% on a range of insurance products including car, home and pet Retail discounts Our Ways of Working Do you need some flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen. Here at Allianz, we are signatories of the ABI’s flexible working charter. We believe in supporting hybrid work patterns which balance the needs of our customers with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - your work life balance is important to us. Diversity & Inclusion At Allianz, we prioritize diversity and inclusion, demonstrated by our numerous accreditations: EDGE certified for gender inclusion, Women in Finance Charter members, Disability Confident employer, Stonewall Diversity Champion, Business in the Community’s Race at Work Charter signatories, and Armed Forces Covenant gold standard employer. We embrace neurodiversity and welcome applications from neurodivergent and disabled candidates, offering tailored adjustments to ensure your success. We encourage our employees to advocate for their needs, whether it’s assistive technology, ergonomic equipment, mentoring, coaching, or flexible work arrangements. Accessible Application for All As part of the Disability Confident Scheme, we support candidates with disabilities or long-term health conditions through the Offer an Interview Scheme, for those meeting the essential skills for the role. Contact our Resourcing team to opt into this scheme or for assistance with your application, including larger text, hard copies, or spoken applications. Hr-recruitmentallianz.co.uk resourcingteamallianz.co.uk Join us - Let’s Care for Tomorrow.