Lana Husagic

Voice of the Customer Program Manager @Allianz Partners

Munich, DE

As Global Voice of the Customer (VoC) Program Manager, I am overseeing implementation of VoC tools and processes across 40 markets of Allianz Partners, managing cross-functional teams delivery on Global, Regional and Local level. Voice of the Customer is a powerful CX program which gathers customer feedback, enables following up with dissatisfied customers through close the loop feedback and leveraging data from both CX and Ops sources (including process mining tool Celonis) to come up with quality action plans for continuous improvement across Allianz Partners organization. Jointly with Lines of Business (Travel, Assistance, Health), Operations, Organizational Management, Sales, DPOs, we make sure our customer journeys are constantly improved across all digital and human touchpoints, ensuring competitive advantage of Allianz Partners in insurance and service industry.

Ludwig-Maximilians Universität München

Master of Science (M.Sc.)

University of Sarajevo

Bachelor’s Degree

First Gymnasium, Zenica

High School