CX Transversal Lead

Body

Our organisation

Ageas is a listed international insurance Group with a heritage spanning of 200 years, offering Retail and Business customers Life and Non-Life insurance, and is also engaged in reinsurance activities.

 

As an international insurance company, Ageas concentrates its activities in Europe and Asia through a combination of wholly owned subsidiaries and long-term partnerships with strong financial institutions and key distributors. Ageas ranks among the market leaders in the countries in which it operates. It represents a staff force of about 50,000 people and reported annual inflows of over EUR 17 billion in 2023.

 

Ageas aims to be a Great place to Grow for all its people, while always staying true to its four values: care, share, deliver and dare. It fosters an inclusive culture, that values diversity and encourages everyone to get the best out of their talents. 

 

Ageas has been re-certified as Top Employer in 2024.

 

The vibrant Ageas Corporate Centre in Brussels is home to a variety of Group level functions including, amongst others, Risk, Finance, Legal & Compliance, Investor Relations, Human Resources, Strategy, Business Development and Corporate Communications. It sets out the long-term strategy for Ageas and coordinates numerous initiatives across the Group to help realise the strategic ambitions. The Corporate Centre also facilitates knowledge and skills sharing amongst its local operating entities and JV’s, creating strong connections and leveraging on local strengths. It represents the Ageas Group towards external parties, managing relations with analysts, retail and institutional investors, regulators, rating agencies and the media.

Department

This role is part of the CDSO (Chief Development & Sustainability Office) that leads the implementation of our new 3-year strategic plan Elevate27. The Customer Experience, Operational Excellence and Technical Excellence Transversal will deliver on Elevate27 strategic objectives to sustain and improve Margins by driving Technical and Operational Excellence initiatives – with expected upside of 100m Euro in the strategic cycle period.

 

The CX focus of this Transversal identifies initiatives focused on superior Customer Journey Management to drive improvement of customer related metrics. These objectives are linked to the Group ambition to be top quartile cNPS across all wholly owned Opcos by 2027 and also includes Customer Growth and increased X Selling ratios.

Your role

The CX Transversal Lead leads the implementation of the strategic CX Transversal under Elevate27, delivering on the ground results in line with the new 3-year strategic plan and business development strategy. In doing so, the function will provide reporting to the Business Development Committee and will collaborate with senior business executives group-wide on a variety of projects (covering around 200-300 project members yearly). The role will provide tactical guidance to a team of Business Developers  to achieve strategic targets and deliver CX objectives contributing to the 100m Euro additional Margin Improvement value in Elevate27, tracking value creation across the Triple Play dimensions.

 

The CX transversal lead maintains relations with a dotted line Opco peer group who are mainly at senior manager level.

 

The responsibilities of the role will include among others:

• Strategic Leadership: Lead the 2027 strategic objective for Business Development, focusing on Margin Improvement through Customer Experience (CX) initiatives. Develop and implement long-term strategies for CX that align with the company's vision and goals.
• Thought Leadership: Provide thought leadership to operating companies (Opcos) in developing and executing strategic programs for CX. Influence and inspire senior leaders and stakeholders to adopt innovative practices and drive change.
• Expertise Utilization: Identify and leverage centres of expertise within the Group to support new projects. Ensuring collaboration with Group Tech Development and Data Analytics teams to create efficiencies and enhance capabilities.
• Stakeholder Engagement: Engage with local executive teams and key stakeholders to ensure clear support and understanding of local initiatives. Foster strong relationships and maintain open communication channels to facilitate alignment and cooperation.
• Operational Excellence: Identify opportunities to enhance operating efficiencies and profitability. Implement best practices and process improvements in key business areas, ensuring continuous improvement and operational excellence.
• Resource Mobilization: Determine project requirements in line with strategic objectives for CX and support the mobilization of necessary resources. Coordinate cross-functional teams and manage resource allocation to ensure successful project execution.
• Commercial Support: Support the achievement of commercial, revenue, and business targets through the development and support of CX. Monitor performance metrics and provide insights to drive business growth.
• Industry Representation: Represent Ageas at industry forums and conferences. Act as a spokesperson for the company, sharing insights and developments in CX.

Your profile

Competencies:

• Strategic Thinking: Ability to develop and implement long-term strategies that align with organizational goals. Sound understanding of Strategy concepts.
• Leadership: Proven track record of leading cross-functional teams and driving change at a senior level.
• Influence and Communication: Strong ability to influence and communicate effectively with senior leaders and stakeholders, with the right level of diplomacy.
• Analytical Skills: Excellent analytical skills to identify opportunities for improvement and drive data-driven decision-making.
• Project Management: Strong project management skills, with the ability to manage multiple projects and priorities simultaneously.
• Industry Knowledge: Deep understanding of the insurance business and industry especially in operational areas e.g. Claims and Underwriting - including trends, profitability drivers, challenges, and opportunities.

 

Other requirements:

• Master’s degree and 10 years of relevant working experience preferably in business, sales & distribution context
• Passionate about digitisation opportunities and customers
• Conceptual thinking level and capability to structure complex problems
• Mentality to act at the level of a senior professional and ability to explain complex issues in simple terms.
• Cultural awareness and ability to work with people with different backgrounds
• Resilience, problem-solver and flexibility
• Accountability, entrepreneurial, can do, drive action and impact profile!
• Fluent in English, affinity with different cultures

Our offer

• The possibility of (maximum 50%) home working;
• A dynamic, multicultural working environment;
• An interesting and extensive salary package (including meal vouchers, eco vouchers, hospitalization, disability and group insurance, additional child benefit, mobile allowance and intervention in the internet reimbursement, ...);
• The possibility to optimize part of your salary package through a flexible income plan;
• A corporate culture where you are encouraged to share your views and opinions;
• A flat organizational structure with close collaboration and communication with management and cross departments;
• A company car with charging card;
• An extensive range of learning & development opportunities through our online learning platform;
• The opportunity to further develop yourself and to be part of a great team at a Top employer in Belgium. Find out more about it here.

 

Interested?

Please apply online. We are looking forward to talking to you!