Customer Experience Analyst
Pubblicato il 11-08-2026 - Altro in Italia
Universo is currently recruiting a Customer Experience Analyst for an insurance company ..
Join a Global Customer Experience team and help shape customer experience across 30+ markets . In this role, you will transform customer insights into measurable improvements in satisfaction, journeys, and both digital and offline experiences within a fast‐moving international environment.
The team is responsible for driving CX strategy , defining global standards , building best‐in‐class NPS programs , and leading the evolution of Voice of the Customer (VoC) , insights, and journey orchestration in the AI era .
Within the Global Customer Experience Team, we are looking for a talented, highly analytical, and curious professional to support and proactively lead the following activities:
Take ownership of the day-to-day governance of strategic CX initiatives (NPS, CX Excellence, Analytics), keeping milestones, decisions, and actions on track.
Explore data with curiosity to uncover TNPS trends, satisfaction drivers, and actionable insights at Group and market level, using company AI tools.
Turn analysis into clear, executive-ready reporting and storytelling for senior stakeholders.
Help run and continuously improve the NPS platform and supplier steering (e.g., Medallia), ensuring quality and continuity.
Contribute with energy and initiative to the design and rollout of new global initiatives (e.g., Digital Feedback, Reviews Listening).
Build strong collaboration with local CX leads across markets to align, support, and scale best practices.
Own the end-to-end delivery of the Customer Experience Community of Practice meetups.
Bring a curious and positive mindset to scouting AI-driven best practices that inspire innovation and new ways of working.
We are specifically looking for an analytical profile. Candidates with a strictly communication-oriented background will not be considered.
Must Have: Education: University degree in a quantitative field (Statistics, Economics, Business A