Head of Quality, UK & Europe — Travel
Location-
Croydon, Birmingham
Join Allianz Partners as the Head of Quality for the UK and Europe and shape customer trust at scale. You will set the regional quality vision for Travel Operations, unifying standards, governance, and tooling to deliver consistently excellent experiences while meeting FCA and local regulatory requirements. Partnering with Operations, Compliance, Sales, and our central Voice of the Customer (VOC) team, you'll turn insights into action—lifting NPS, reducing risk, and accelerating continuous improvement across multiple countries and partners.
What you'll do
Enhance quality and customer satisfaction across priority markets, ensuring compliance and optimizing efficiency through automation and data-driven strategies.
Key Initiatives
* Boost NPS and VOC satisfaction while reducing complaints and audit findings.
* Deploy global QA automation to cut manual efforts and improve accuracy.
* Shift from QA to performance coaching for better frontline outcomes.
* Implement monthly governance to streamline corrective actions.
* Embrace AI, machine learning, and analytics responsibly for smarter insights.
* Build BI dashboards for real-time monitoring and decision-making.
* Use NLP to identify VOC themes and prioritize fixes.
* Collaborate cross-functionally to embed standards and mitigate risks.
* Lead QA processes and drive initiatives across Europe.
* Provide leadership and maintain documentation for continuous improvement.
What you'll bring
* Experience with BI tools and data driven quality management.
* Handson with NLP based VOC analysis or text analytics.
* Familiarity with RPA or workflow automation in operations.
* Strong data governance and FCA aligned compliance knowledge.
* 5+ years Quality leadership role in Travel insurance / assistance services or banking; UK based with European scope; compliance and VOC central team involvement.
* Strong stakeholder engagement and cross functional collaboration skills.
AI Readiness
Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.
What we offer
* The "New Normal", it's not news to us: As a global company, we've known the hybrid model before it was 'in'. Work flexibly according to internal guidelines (e.g., hybrid model/ flexible working hours).
* Investments for the future: Access to pension/ savings plans/ Allianz products
* Shared success: Company share purchasing plan
* Support for what matters: Mental health and wellbeing programs
* Investments in your career: Career opportunities within the entire Allianz Group
* Investments in your skills: Comprehensive learning and development offerings, including certifications and professional qualifications
… and so much more
Join us to drive innovation, enhance customer experiences, and lead the way in quality excellence
How we hire
To Recruitment Agencies
Allianz recruits through dedicated in-house teams and does not accept unsolicited resumes/CVs, candidate introductions, or outreach from agencies or search firms. We only engage agencies under a prior, written contract and, where applicable, via our Preferred Supplier List (PSL). No fees will be paid for any candidate submitted or introduced without a contract in place, even if that candidate is subsequently hired. Do not contact hiring managers directly. Any breach, including unsolicited submissions, off-PSL contact, or attempts to invoice without an agreement, will result in candidate disqualification, termination of any existing contract, and non-payment of fees.
90590 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
Join us.
Let's care for tomorrow.