Zürich Metropolitan Area
Customer Experience management professional who is passionate about how CX and Behavioural Economics can be leveraged to drive impact for customers as well as businesses. I am an enthusiastic, hard working person, who thrives on a challenge and is looking to continually develop experiences so that they are fit for the true customer needs.
- Working with Life and Health (L&H) clients to understand and analyse the journey of their customers' - Leverage CX and Behavioural Economic principles to improve the experience for and retention of customers for L&H clients
- Worked with strategic prospects and customers across EMEA in developing their customer experience strategy. Including advisory on CX initiatives, data frameworks, research approaches, governance models and community management - Expert CX speaker at both Qualtrics and external events - Developed business cases with customers to demonstrate the potential as well as realised value from their customer experience programs - Led external workshops and trainings, providing thought leadership and best practice on customer experience trends as well as interactive program design workshops
Responsible for the global CX program including: - Relationship and transactional surveys - Leading global customer experience analytics and action planning - Customer journey development and improvement - UX as part of new product and service development - Cultural change program to drive towards a customer centric culture - Developed and rolled out globally a 360 global view of customers and brokers - platform that was used for an holistic client view as well as analytics - Internal and external communications relating to XM - Connecting CX and EX - CX program governance - Ad hoc customer and market research
- Responsible for supporting with both renewals and new business across General Liability, Employers' Liability and Product Recall sub lines of business within the overall Liability team - Work with international clients and on global accounts to make sure AGCS can support their insurance business needs - Support with the implementation of international insurance solutions for key clients
Responsible for the organization of the office of one of the Allianz Group Board members, including strategy development, project management, analysis and reporting and event organization
- Setting and driving the vision and strategic direction for the segment and associated team in order to maximise profit, achieve corporate plan targets and divisional strategy requirements for the segment. - Direction and line management of the Broker Partnerships team development function, which provides account management and development for Allianz intermediaries. - Building and maintaining excellent intermediary relationships that achieve mutually beneficial short and long term goals. - Lead the development of existing and prospect intermediaries. - Lead the channel execution of projects and business initiatives to achieve desired business outcomes, including strategic initiatives - Initiate, lead and participate in cross functional projects that support the development of the wider Broker team and the overall business
- To account manage and develop a panel of designated intermediaries - Dedicated account developer for all broker telematics relationships and opportunities - Generating solutions to achieve sales targets - Work proactively with all brokers to achieve mutual benefit - Proactively identify, secure and develop new business opportunities - Monitor and track progress over accounts against targets set - Involvement with strategic projects to enable the development of the distribution channel for Allianz
As part of the Allianz graduate scheme, I rotated through different roles around the business to gain a broad understanding. These roles included broker sales, marketing and service Key responsibilities included: - harmonizing and maintaining CRM system for sales team - leading research and development for new product lines e.g. telematics - management of a customer service team to SLAs - launching an advertising campaign for both online and offline audiences