Head of Service Excellence (m/f/d)

Your role: The voice of the broker and the internal drivers towards Service Excellence As Head of Service Excellence, you are the central entity for the entire broker experience (MX). You are not a top manager in the classic sense, but an entrepreneurial driver and hands-on leader with a deep understanding of technology-based service processes. You report directly to our CEO and will build a small team of specialists in the coming years that will guide you professionally.

Your mission in detail:

Service Strategy & AI implementation: You develop and implement a company-wide, data-driven service strategy, whose first goal is the implementation of AI-based service and automation processes.

Process innovation: You analyze the entire customer journey of our brokers (end-to-end), identify friction losses and leverage potential for automation and digitization (e.g. self-service solutions, chatbots, automation of back-office processes).

Cross-functional leadership: You conduct strategic projects for service improvement across all areas (distribution, IT, administration), without disciplinary responsibility. You win colleagues through expertise and persuasiveness.

KPI Management: You define the Key Performance Indicators (KPIs) for Service Excellence (e.g. NPS, CSAT, Time-to-Resolution) and introduce a KPI-controlled reporting to measure your success.

Cultural change: You act as an ambassador of the service idea and convey customer focus deeply into the organization by establishing training, workshops and new standards.

Industry knowledge (of advantage): basic understanding of the insurance industry or brokerage is desirable, but not absolutely necessary. We focus on increasing broker satisfaction and company success.

Tech-Affinity Meets Entrepreneurship

We are not looking for classic broker pool managers, but talents that know how to scale service quickly, smoothly and digitally – with experience from modern, customer-focused platforms (such as AirBnB, Booking, Expedia, FinTechs).

Experience (approximately 5 years): Multiannual, relevant professional experience in the field of service management, customer experience (CX) or operational excellence, ideally in a technically driven (platform) company.

Tech-Mindset: Embossed affinity and proven experience in the automation of service processes and the implementation of AI solutions in customer contact.

Personality: You have high intrinsic motivation, willingness to design and the ability to inspire the organization.

Leadership experience: It is a big plus if you already have experience in promoting employees and raising your team to the next level as a mentor.

Leadership without hierarchy: You are a 'Doer' and 'Macher'', which is successful in matrix structures and drives projects with professional authority.

Analytical Strength: You are KPI-driven, you can analyze complex data and make strategic decisions based on metrics. Your service expertise.

Direct influence: You report directly to the CEO and significantly shape the strategic orientation of the entire company.

Innovation: An environment that encourages you to introduce the latest technologies (AI, process automation).

Development: The chance to build a new competence team and establish you as Head of Service Excellence in the long term.

Work-Life-Balance: flexible working time models and various employee discounts on corporate benefits and bike leasing; We are also warmly welcome to support the reconciliation of work and family and your four-legged friend.

Personality & authenticity: We enjoy a family togetherness and flat hierarchies, a collegial and friendly environment with duz culture, which you will already experience in the application process. Our presence culture also benefits our onboarding process, as your personal, step-by-step support is guaranteed.

Agile's work & innovation: Your voice is heard. As part of our growing business, you have the opportunity to actively shape and promote topics.

Teamwork makes the dream work: In our open, multicultural and dynamic team, fun is part of everyday life and if you like beyond working hours.

Good food, good mood: Our in-house Hansebistro offers a wide range of daily hot dishes, sweet and savoury snacks and delicious drinks. If you don't have coffee, don't you?

Team events: after-work parties, cinema and games evenings, as well as team trips at home and abroad are not rare with us.

Further development potential: standstill? - Not with us! We support you with internal & external offers in your further development.

Are you the digital service architect who knows how to design an excellent broker pool? We are looking forward to your meaningful application (life run, certificates, salary presentation and earliest possible date of entry)