Group Customer Experience
Con Esperienza

Descrizione della Posizione Lavorativa

We are seeking a Group Customer Experience professional to join a global insurance partner and help raise customer satisfaction across more than 30 markets by turning data into measurable improvements for both digital and offline customer journeys.

Role overview

You will oversee the governance of strategic NPS and CX programmes, apply data and AI tools to extract actionable insights, and deliver concise, executive-ready reports for senior leadership. The position is international and requires close collaboration with local market leads to promote a customer-centric approach worldwide.

Key responsibilities

• Project governance: Run day-to-day operations of strategic CX initiatives (e.g., NPS and analytics), monitor milestones and follow up on actions.

• Data & insights: Analyze TNPS trends and drivers of satisfaction using data and AI tools to identify actionable recommendations.

• Reporting & storytelling: Produce clear, executive-level presentations and reports for senior stakeholders.

• Platform management: Support the operation and improvement of the Medallia NPS platform and manage related vendor relationships.

• Innovation & rollouts: Assist in designing and deploying new global initiatives (for example Digital Feedback and AI-driven best practices).

• Community & collaboration: Coordinate the global CX Community of Practice meetups and work closely with local market leads.

Candidate requirements

Must have:

• Education & experience: University degree (Business, Economics, Statistics or Marketing) and at least one previous job or internship (preferably in marketing, CX, customer care or analytics).

• Project skills: Strong project management, organisational and multitasking abilities.

• Analytical skills: Good analytical capability and experience with data visualization tools (e.g., Power BI).

• Communication: Excellent English (written and spoken) and strong storytelling skills using PowerPoint.

• Mindset: Proactive, autonomous, customer-focused and collaborative team player.

• Tech-savvy: Confidence using AI / Gen-AI tools.

Nice to have:

• Experience with CX platforms such as Medallia or Qualtrics.

• Background in Voice of the Customer (VoC), customer satisfaction programmes or market research.

• Academic or professional exposure to insurance or financial services.

This role is offered on an initial 1-year fixed-term contract. The position is open to candidates of both sexes (L.903/77). Please consult the employer's privacy notice regarding personal data processing.

Benefits

• Hybrid working: 2 days remote, 3 days in the Milan office.

• International exposure: work with teams across 30+ markets.

Requisiti

University degree (Business, Economics, Statistics or Marketing) + at least one prior job/internship (preferably in marketing, CX, customer care or analytics); strong project management and organisational skills; analytical experience with data visualization tools (e.g., Power BI); excellent English (written and spoken); confident use of AI/Gen-AI tools.