Digital Servicing Lead

Digital Servicing Lead

Professional

Datchet, GB, SL3 9LL

Communication & Public Relations

Allianz UK

Allianz Management Services Ltd

Full-Time

Hybrid working

Permanent

51386

Non-Executive

Digital Servicing Lead

Who we are

Petplan is the UK’s favourite pet insurer and part of Allianz Insurance plc.

At Petplan, we’re all about pets. Big or small, young or old – we know you want the best for them. The health of animals and the joy they bring to their owners has always been at the heart of what we do. In fact, it is the reason we exist.

Many of our staff are pet owners too so we understand what a worrying time it is if your animal is ill or injured.

We love pets as much as you do

We have an exciting opportunity for a Digital Servicing Lead to come on board to implement our digital servicing strategy.

You will be joining our family of talented people in the Customer Experience team and will work across the pet portfolio. Working cross-functionally, you’ll develop best in class experiences for our existing pet customers across our online journeys.

Your focus:

Define and oversee the delivery of the roadmap for the Petplan online customer portal

Work in close collaboration with our Product Owner to help ensure requirements are prioritised accordingly

Oversee the design and build of a Petplan app

Lead web chat optimisation for existing customers including monitoring of demand and service levels

Monitor performance of online self-service functionality using tools such as Google Analytics

Monitor the impact digital servicing has on key business KPIs such as NPS and cancellation rates

Work with external agencies to conduct user research on online customer journeys

Use data to propose and implement changes to improve performance, reducing drop out

Deliver any other ad hoc changes to improve online customer journeys

About you

You will have a digital marketing background; experience working in a financial services environment and insurance knowledge would be an advantage.

You will have digital marketer experience in planning and delivering successful online optimisation programmes .

You will have working knowledge of web analytics and evidence of turning insights into actions. Knowledge of Genesys would be an advantage.

You will have excellent communication skills with the ability to explain complex or technical information in a simple way, and when required, the ability to Influence negotiation to get resolution.

You will be a proactive, self-starter, with the ability to manage multiple tasks in a fast-paced environment and be detail-orientated with sharp analytical and problem-solving skills.

You will be educated to degree level or hold a marketing qualification.

Our Ways of Working

The role will be based at Allianz Ditton Park, Riding Court Road, Datchet SL3 9LL.

Our office with flex model means that you will have the opportunity to work from home as well as the office. As a hybrid worker you will be in the office between 2 and 16 days per month depending on individual and business need. This will be discussed at interview stage

Do you need some flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen.

Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.

What We Will Offer You

Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from- so you can pick a package that’s perfect for you.

We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That’s on top of enjoying all the benefits you’d expect from the world’s number one insurance brand, including:

25 days holiday with flexible buy/sell holiday options

Annual performance related bonus

Contributory pension scheme

Development days

A discount up to 50% on a range of insurance products including car, home and pet

Retail Discounts

Our Purpose and Values

We secure your future

Be Brave | With Heart | Everyone Counts | Inspiring Trust

Our purpose and values are more than just words on a website - they are the why and how of Allianz. They influence everything we do and guide us how to do it.

Created by our people, for our people, they shape our culture, bring us together, and inspire us to be the best. Building on inclusive culture for us all to succeed.

Diversity & Inclusion

At Allianz, we value diversity and inclusion and back this up with our accreditations, Allianz is EDGE certified for gender inclusion, members of the Women in Finance Charter, a Disability Confident employer, Stonewall Diversity Champion members, signatories of Business in the Community's Race at Work Charter, and an Armed Forces Covenant gold standard employer.

We recognise the strength of neurodiversity in the workplace, and the far-reaching benefits of embracing a spectrum of thinking styles and innovative capabilities. We proudly welcome applications from neurodivergent and disabled candidates, and can offer tailored adjustments to remove barriers and set you up for success in your career.

At Allianz, we encourage our people to advocate for what they need, we listen, and we act – this could include providing assistive technology, ergonomic specialist equipment, mentoring and coaching, or flexibility in the way you work, among a wide range other adjustments.

Join us - Let’s Care for Tomorrow.