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
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
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).
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