Munich Re Service GmbH - Head of Customer Experience & Process Management (m/f/d)*

Munich Re Service GmbH - Head of Customer Experience & Process Management (m/f/d)*

This position is based at Munich Re Service GmbH.

Basically, it’s all about passion. Whether it’s about things that really matter to us, like family and friends, art, sports, or of course our job. Passion is also what drives us at Risk Management Partners, the unit responsible for risk management solutions at the world’s leading reinsurer – and the desire to get a little better every day. Moving forward is a fundamental part of what we do.

In this newly created role, you will take full responsibility for shaping and overseeing the entire end-to-end customer experience. You will also design and implement efficient internal processes, driving positive change across our growing organisation. If you have a passion for customer excellence and optimising business processes, we’d love to hear from you.

Your Job

• Developing and maintaining customer excellence strategies to improve satisfaction and retention
• Collaborating with Sales, Marketing, Customer Success, and Customer Support to enhance the customer journey
• Analysing customer feedback and sharing insights with Product Management and Customer Retention
• Developing and implementing CRM strategies to improve customer engagement and retention
• Designing, automating and optimising CRM processes to enhance efficiency and data accuracy
• Ensuring CRM compliance with quality standards and KPIs
• Supporting RFPs, RFQs, cyber-risk and third-party risk assessments
• Aligning process designs with stakeholders and implementing them as part of change management

Your Profile

• Degree in Business Administration, Finance, or a related field
• Several years of experience in the SaaS business, focusing on customer experience, process and quality management
• Strong expertise in methodologies such as Lean, Six Sigma, BPM, or Customer Journey Mapping
• Solid grasp of CRM systems (e.g. Microsoft Dynamics, Sales Force, HubSpot)
• Excellent analytical skills and data-driven mindset
• Proven leadership abilities, change management expertise, and project management skills

* Munich Re Service GmbH not only stands for fairness with regard to its clients; it is also an equalopportunities employer. Severely disabled candidates will also be prioritised, if equally qualified.