Customer Experience Specialist
Pubblicato il 31-07-2026 - Manpower in Bardi
Manpower Business Professional
, for a leading international group in the insurance and financial services sector, is looking for a
Customer Experience Specialist
to join the Global Customer Experience Team.
The selected candidate will work in a dynamic and international environment, contributing to the evolution of customer experience across more than 30 markets, transforming customer insights into measurable improvements in satisfaction, journeys, and both digital and offline experiences.
The Global Customer Experience Team is responsible for:
Driving CX strategy across markets and improving end-to-end, multichannel customer journeys
Defining global CX standards and governance models, ensuring consistency with flexibility for local execution
Developing best-in-class R-NPS and T-NPS programs and translating insights into concrete actions
Expanding listening capabilities across solicited and unsolicited customer signals
Strengthening a global CX community and fostering a customer-centric culture
Delivering clear reporting and dashboards to support leadership decision-making
Leading the evolution of Voice of the Customer, insights, and journey orchestration leveraging AI
Key Responsibilities:
Manage and monitor the day-to-day governance of strategic CX initiatives (NPS, CX Excellence, Analytics), ensuring timelines, decisions,
and deliverables are on track
Analyze data to identify TNPS trends, satisfaction drivers, and actionable insights at both Group and local market levels, leveraging company AI tools
Transform analysis into clear, executive-level reporting and presentations
Support the management and continuous improvement of the NPS platform and vendor (Medallia), ensuring service quality and consistency
Contribute to the design and rollout of global CX initiatives (e.g. Digital Feedback, Reviews Listening) in collaboration with internal stakeholders and external partners
Build and maintain strong collaboration with local CX teams across markets to align and scale best practices
Manage end-to-end organization of the Customer Experience Community of Practice, including agenda setting and stakeholder coordination
Proactively explore AI-driven trends and best practices to drive innovation within the CX function
Contract & Offer:
Temporary agency contract (12 months) with strong possibility of extension
Opportunity to join a growing and internationally structured organization
4° Liv. Ccnl ANIA
Salary €36,000
Location:
Milan – Piazza Tre Torri
Hybrid working model: 3 days in-office + 2 days remote
Annuncio valido fino a: 31-Aug-****