Group Customer Experience
Dettagli
Descrizione
Functieomschrijving
We are looking for a Group Customer Experience for a worldwide insurance partner.
Join a global team to drive customer satisfaction across 30+ markets by transforming data insights into measurable improvements for digital and offline journeys.
You will manage the governance of strategic NPS initiatives and use AI tools to deliver clear, executive-ready reporting for senior stakeholders.
This international role requires a proactive, analytical mindset and the ability to collaborate with local leads to foster a customer-centric culture worldwide.
Initial 1y fixed term contract
2 days form home
3 days in Milan office
Responsabilità
Key Responsibilities
Project Governance: Manage day-to-day operations for strategic CX initiatives (NPS, analytics), tracking milestones and actions.
Data & Insights: Analyze TNPS trends and satisfaction drivers using data and AI tools to uncover actionable insights.
Reporting & Storytelling: Create clear, executive-ready presentations and reports for senior stakeholders.
Platform Management: Help run and improve the Medallia NPS platform and manage supplier relationships.
Innovation & Rollouts: Support the design and launch of new global initiatives (e.g., Digital Feedback, AI-driven best practices).
Community & Collaboration: Coordinate the global CX Community of Practice meetups and collaborate with local market leads.
Functie-eisen
Candidate Requirements
Must Have:
Experience & Education: University degree (Business, Economics, Statistics, or Marketing) and at least one prior job or internship experience (ideally in marketing, CX, customer care, or analytics).
Skills: Strong project management, organization, and multitasking abilities.
Analytics: Good analytical skills with experience in Data Visualization tools (like Power BI).
Communication: Excellent English (written and spoken) and strong storytelling skills using PowerPoint.
Mindset: Proactive, autonomous, customer-passionate, and a collaborative team player.
Tech-Savvy: Confidence using AI and Gen-AI tools.
Nice to Have:
Experience with CX/collaboration platforms (Medallia, Qualtrics, etc.).
Background in Voice of the Customer (VoC), customer satisfaction programs, or market research.
Academic or professional experience in insurance or financial services.
La ricerca è rivolta ai candidati ambosessi (L.903/77). Ti preghiamo di leggere l'informativa sulla privacy Randstad (https://www.randstad.it/privacy/) ai sensi dell'art. 13 del Regolamento (UE) 2016/679 sulla protezione dei dati (GDPR).
Posizione
