Digital Customer Journey Expert

Competencies: Collaborates; Customer Focus; Ensures Accountability; Finding effective solutions

As one of the leading insurance companies, we know that together we can achieve more. At UNIQA, we are therefore the community for a better life. Be part of Team Customer Retail & Corporate and shape the experience of UNIQA’s customers in Austria . We are starting a new Customer Journey Management team to drive our guiding principle "Customer first" and work on the future omnichannel experience.
Join our mission!

What to expect:

• Define and track digital customer journeys in line with customer needs and the organization’s wider strategic objectives.
• Identify, prioritize and eliminate customer pain points across digital touchpoints; obtaining buy-in and support from cross-functional stakeholders.
• Work together with product owners, business designers, user researchers and UX designers to improve the customer experience of our digital channels
• Plan and coordinate user research activities and analysis workshops.
• Report the progress of initiatives and communicate outcomes to managers.

What we expect:

• You bring passion for understanding customer needs and delivering exceptional user experiences.
• You have the ability to lead complex projects with a focus on outcomes and value delivery for both customers and the business.
• You are familiar with CX methods and tools (journey mapping, satisfaction metrics etc.) and have worked in agile teams
• You have relevant work experience (at least 5 years) within the field of Customer Experience, Process Management, Business Strategy or similar.
• You can work with a multitude of stakeholders and harness buy-in for key priorities.
• You are fluent in German and English with excellent verbal and written communication skills and the ability to clearly convey objectives, progress and outcomes.

Benefits: An onboarding plan, welcome events and a buddy system will give you the best possible start; A discounted DO&CO canteen is available to you in the office, and you will also receive financial support for meals if you work from home; A modern & bright office with break areas in the heart of the city as well as modern IT equipment provide a good environment; Discounted insurance and a company subsidy provide security. Additionally vouchers for supermarkets, perfumeries, furniture and hardware stores and much more can be purchased; Flexible working hours and short core working hours allow you to have a flexible working day; Marriage and birth grants; Possibility to work from home and a financial starter package for individual use; Remote work within the EU: Work up to 20 days a year from an EU country of your choice; Vaccination campaigns, check-ups and blood donation campaigns are offered on site on an ongoing basis. Free & anonymous coaching sessions for personal and professional challenges; We offer various training opportunities to help you grow professionally and personally; Whether it's a summer party, an after-work get-together on the roof terrace or punch in winter - there are many opportunities to network and celebrate