Customer Experience Specialist

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78zvpn

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 acros

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78zvpn