Customer Feedback Expert

As a Customer Feedback Expert you are a driving force in bringing the voice of the customer within the Allianz organization. This contributes to Allianz's ambition to further improve our customer centricity and the customer experience.

Let's introduce ourselves. We are Allianz

Allianz has been the number 1 insurer worldwide for years. Something we are proud of. We work very hard every day to improve our solutions and services for our brokers and clients . We believe it is very important to maintain the good relationship with our distribution partners by keep on listening to the market and clients wishes 

In the Netherlands, Allianz is one of the major players in the insurance market. We are with more than a thousand colleagues in the Netherlands and being a part of a Benelux organization that number of colleagues doubles with our colleagues from Belgium and Luxembourg.

What are you going to do?

As a Customer Feedback Expert, you systematically collect customer feedback and translate it into actionable insights for improvements. You also ensure a consistent way of registering, analyzing and solving complaints. Our Voice of the Customer program is currently being rolled out worldwide for which you are closely monitoring for the Benelux.

Customer feedback

  • Collect, analyze and report various forms of customer feedback to an overall picture.
  • Translate customer feedback into actionable insights for other teams.
  • Managing external suppliers of the VoC tools
  • Arrange closed loop feedback
  • Training colleagues on the use of VOC tools and dashboards and instructing on follow up calls
  • Expert and point of contact for issues from different parts within the organization regarding customer feedback.

Complaints Policy

  • Keeping Complaints Policy and Handbook up-to-date within Allianz NL
  • Monitoring, testing and improving complaints procedures and registration system
  • Facilitate complaint handlers and complaint registrars in their skills through training and best practices
  • Managing internal and/or external IT colleagues for the complaint registration system
  • Prepare various periodic and ad hoc reports on complaints.

What do you bring?

  • Several years in market research and/or (customer) data analysis
  • HBO/WO work and thinking level with a preference in marketing/business economics or analytical field
  • You are aware of the latest developments in the field of customer feedback (from NPS, CES to CSAT; how to increase response; etc).
  • Data driven and experience with data files and good knowledge of Excel
  • Affinity with the further development of tools to collect customer feedback and to record complaints
  • Able to translate results from research and data analysis into clear conclusions and actionable insights
  • Passion for numbers and data with an eye for detail
  • Independent, result-oriented, problem-solving and proactive.
  • Good oral and written communication skills in Dutch and English. French is a plus.
  • Experience in the insurance sector is a plus.

What do we offer?

  • A challenging opportunity;
  • Working in a dynamic environment at Allianz, the world leader in insurance and assistance;
  • A pleasant working atmosphere and a great work-life balance, we therefore implemented a full flex regime where homeworking will remain even after the current health circumstances;
  • An experienced and enthusiastic team;
  • An engaging, analytical, social, multilingual job in a close-knit Benelux company;
  • A company located in the heart of Rotterdam;
  • Development opportunities and an attractive salary package supplemented with extra benefits in line with your experience.

Do you already picture yourself in this job?

Apply now via the orange button or give a call to our recruiter to learn more!

Milou Waters

[email protected]

+31642552769 (also via Whatsapp)

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Customer Feedback Expert

Marketing Rotterdam Solliciteer nu