NPS Business Analyst

Allianz Services is proud to serve and be part of Allianz Group, one of the world's leading insurers and asset managers. Our strong global footprint, with around 4500 employees located across eight countries and four continents, enables us to unlock the full potential towards driving a superior client experience within Allianz Group.

We are Actuaries, Business Analysts, Finance Experts, Consulting Managers, HR People, Communication Professionals; Operation Engineers and Insurers; we are daughters and sons, mothers and fathers.

Our people are what matter most, rooted in our values, and we strive to continuously evolve, improve, and create a superior client experience while contributing successfully to the transformation of Allianz. Caring actively for the environment, for people, and for our customers is what makes us a great place to work and together we are shaping a better and more caring tomorrow.

Job role

The NPS Business Analyst will be in charge, in collaboration with colleagues from  Allianz Technology SE team,  of the company’s NPS (Net Promoter Score) annual process roll-outs.

Responsibilities

• Interact with stakeholders (. senior managers, service responsible and customer representatives) and create transparency in regard to the measured and perceived quality of (IT) services, projects and processes
• Develop and define the (IT) quality framework, standards and measurement methods
• Design and develop the processes and tools necessary to support the entire NPS lifecycle and supervise their implementation
• Initiates the NPS yearly cycle, establishing and managing the necessary relationships with the CSGs and Functions
• Before the start of the yearly NPS cycle

• Defines and communicates all the ground rules to the involved parties
• Identifies, extracts and cleanse the initial data set, necessary to start the recipient list’s creation

• During NPS cycle

• Is able to negotiate solutions in case of discrepancies between data sets and NPS procedures
• Guarantees that all the single process steps and activities are performed on time and according to the agreed quality standards
• Designs and delivers an appropriate set of reports

• After NPS Cycle

• Designs all the necessary official NPS reports and delivers them to the CEO, Board Members and other parties
• Analyses the actual results and recommends further drill-down and improvement activities
• Develops recommendations based on the data that will emerge from the NPS Survey.

• Negotiate any negative customer  dissatisfaction with appropriate and timely responses, highlighting the company’s position in a positive way

Requirements / Skills 

• Ability to work in one of the key ‘matrix joints’ with various stakeholders and all levels of hierarchy.
• Strong analytical skills and should have is structural thinking with a very strong results orientation
• Strong communication and project management skills
• Ability to work fully independent and solve complex problems or situations based on multiple sources of  information
• Ownership and capability to take up responsibility and be accountable for a project or a team
• Proactive
• Proficient in Microsoft Office (especially Excel and PPT)
• Ideally past working experience within IT Shared Service industry

  Benefits

We place people at the core of what we do, this is why we are committed to your personal and professional growth: 

• Complete training curricula available (tailored courses)
• International Certifications (Agile, Lean Six Sigma, Prince, ITIL, IFOA, ACCA, IACCM etc.)
• Comprehensive Leadership Programs
• All you can learn with LinkedIn Learning!
• German Language Courses for any level
• All you can read with Bookster!

We care about the performance of our employees and we know it can only be reached by ensuring you proper work-life balance:

• Work from Home Option available
• Get a free day on your Birthday or come at work and receive Gift Vouchers/Tickets!
• Go on Vacation and get a Holiday Bonus!

• WorldClass & 7Card Gym Discounts
• Employee Assistance Program - Helpline 24/7

Come to the Allianz side! We have attractive compensation and incentives:

• Fixed salary compensation along with rewards & recognition performance-related bonus scheme
• Meal and Gift Tickets

The personal information that you may provide to us (including sensitive information) may be provided to Hiring Managers for the purposes of assessing your suitability as a candidate.

Only suitable candidates will be contacted. All applications will be treated with confidentiality.