Role Overview

The CX Onboarding & Monitoring Hub is the engine behind Allianz's Voice of Customer (VoC) programmes across the globe — ensuring that customer feedback models are deployed consistently, effectively, and at scale. As our CX Program Delivery Lead (APAC), you will be the critical bridge between regional onboarding managers and central strategy, coordinating the rollout of CX models across APAC markets. Reporting to the Head of CX Onboarding & Monitoring Hub, you will orchestrate the integration of local systems with global platforms (e.g., Allianz Partners, Medallia), harmonise feedback journeys, and drive the adoption of data-driven and AI-enabled approaches to elevate customer experience measurement and delivery across the region.

Main Responsibilities

Coordinate Regional Onboarding Activities

- Act as the coordination function for regional CX onboarding managers across APAC, ensuring alignment with global strategy, standards, and priorities
- Strengthen collaboration across regional teams to enable mutual sharing of best practices and resolution of blockers

Support VoC Journey Implementation

- Ensure proper setup of CX models including PCS triggers, question sets, and feedback flows across channels and Lines of Business
- Support onboarding managers in troubleshooting, issue resolution, and adherence to trigger rules and loop-up ontology

Ensure Technical Feasibility & Integration

- Coordinate with local IT teams and global platform teams to align system flows and interface behaviours for successful data capture and model deployment




- Support the integration of feedback flows into operational dashboards and reporting tools

Manage Onboarding of New Business Partners

- Collaborate with internal stakeholders and Business Partners to coordinate onboarding processes, including VoC setup, volume sizing, and compliance with contract regulations
- Ensure smooth onboarding without compromising customer journey visibility or regional expectations

Collaborate with Lines of Business (LoB)

- Interact with LoBs to gather requirements, validate ad hoc survey content, and ensure proper fit of feedback models with operational needs and customer touchpoints
- Pursue stronger engagement with LoB stakeholders to tailor feedback journeys and ensure business buy-in and operational feasibility

Standardise Implementation Documentation

- Develop and maintain documentation (guidelines, templates, checklists) to support consistent deployment of VoC models across countries and Business Units

Monitor Onboarding Progress & Readiness

- Track and follow up on the status of active onboarding tasks, flag bottlenecks, and report progress to the Head of CX Onboarding & Monitoring in a structured and actionable manner

Support Strategic Initiatives





- Provide programme management support for initiatives aimed at improving onboarding quality and model performance
- Support ownership of data analysis reviews with the Monitoring Managers

Facilitate Cross-Consultation & Knowledge Sharing

- Collect and articulate implementation blockers, identify best practices across regions, and support peer-learning across the regional onboarding community.

Who You Are

- You have proven experience in CX management or customer service improvement roles, with responsibilities for customer journey design, satisfaction tracking, and experience optimisation
- You have hand‑on experience with VoC programmes, CX survey and measurement mechanisms, and customer feedback platforms (e.g., Medallia or similar tools)
- You bring a robust background in customer insights analysis, with experience using data to guide CX decisions and define actionable improvements
- You have experience working with multiple business units or Lines of Business to ensure alignment, particularly in large, matrixed organisations
- You have a proven track record of working closely with cross‑functional teams (e.g., markets, IT) to implement customer‑centric initiatives
- You possess excellent analytical skills with the ability to solve complex challenges in digital product development and data‑driven environments
- You have good market knowledge of the insurance or assurance sector
- You are an excellent communicator in English; additional languages are a strong advantage
- You hold a Master's Degree in Business, Computer Science, Digital Marketing, Product Management, or a related field<

📌 CX Program Delivery Lead APAC (Adelaide)
🏢 Allianz Partners
📍 Adelaide