About the Position

Dyrektor/Dyrektorka departamentu klienta i doskonałości w relacjach bezpośrednich z klientami

Lokalizacja: Warszawa | Forma zatrudnienia: Umowa o pracę | Czas pracy: Zadaniowy

We are seeking a Director of Customer Department to lead client strategy and transformation, enhancing customer experience and loyalty in Warsaw.

Responsibilities

Customer Strategy & Transformation: Co-creating and implementing customer strategy and defining directions for customer area development to support UNIQA's business goals, increase customer loyalty, and build long-term competitive advantage.
Customer Journeys End-to-End: Developing and refining key customer pathways by identifying areas requiring changes and initiating actions that impact the quality of customer experiences across the organization.
Customer Insights: Building knowledge about customers and the market through research, analysis, and gathering customer feedback, then translating this knowledge into recommendations supporting business, product, service, and process development.
Customer Value Management: Identifying and supporting initiatives that impact customer satisfaction, loyalty, retention, and long-term customer value, and monitoring their impact on achieving business goals.
Customer Experience Governance: Defining customer experience standards, monitoring key indicators, and building responsibility for customer experiences and quality of customer relations across the organization.
Collaboration with UNIQA Group: Representing UNIQA Poland in Group-level initiatives and projects, exchanging best practices, and co-creating standards and development directions in the customer area.

Minimum of several years of managerial experience in the Customer Experience, Customer Insights area.
Documented successes in building and implementing CX strategy in a large organization.
Strategic thinking combined with a focus on business outcomes.
Practical experience in designing and interpreting customer research and using data to make business decisions.
Knowledge of modern research methods, customer journey mapping, service design, UX research, and CX metrics (NPS, CSAT, CES, and others).
Ability to build influence without formal authority and effectively collaborate with management.
Ability to inspire others and lead the organization through change.
Very good knowledge of English to facilitate collaboration in an international environment.

The opportunity to have a real impact on customer experiences and shape the direction of organizational development from a customer perspective.
An organizational culture based on 5 values: community, simplicity, customer first, responsibility, and reliability.
Hybrid work model with headquarters in Warsaw.
Cafeteria system of benefits – you decide what you benefit from.

Cafeteria: sports cards, medical care for you and your family, shopping cards and vouchers.
High insurance discounts for you and your friends.
Pre-holiday social benefits.
Unique group terms for life insurance.
Membership in employee clubs.
Discounts at UNIQA Cafe.
Insurance for children.
Employee Investment Program UNIQA Cafeteria Plus.
Employee referral program.
Charitable initiatives.
Subsidies for cinema and theater tickets.
Free access to the eTutor foreign language learning platform for you and your loved ones.
Equivalent for meals and commuting.
PETHELP.
Subsidies for training and courses.

Apply now at UNIQA Careers.