OverviewWithin the Group Customer Experience and Value Proposition team (Group Marketing & Customer Function) we are looking for a talented and proactive resource to join the team. We are seeking an ambitious Customer Experience Senior Professional to lead the design and optimization of customer journeys across our insurance business. This role is pivotal in shaping how we understand, measure, and enhance customer interactions, ensuring a seamless and emotionally resonant experience across all touchpoints.ResponsibilitiesTranslate customer data and insights into actions, driving improvements in customer satisfaction, net promoter score, retention and multi-holdingLead the end-to-end Customer Journey Mapping process, identifying pain points, moments of truth, and opportunities for innovation across digital and physical channelsTranslate Customer Journeys into business requirements and implementation plans, including relevant budgetTrack Customer Experience KPIs and link them to business outcomes and operational efficiencyCollaborate cross-functionally with Product / Value Proposition, Marketing & Digital, Claims, and IT teams to embed customer-centric thinking into business processes and service designChampioning a culture of continuous improvement and customer obsession across the organization, driving transformationEquip, educate and empower the local teams with the right tools and knowledge to get the most out of their journeys mapping and design. Work with the countries to identify and lead improvements, acting on key pain points acrossPromote and steer best practices and knowledge sharing within the organization and the countries, including hunting for benchmarking and innovative ideas within and across industriesFoster at central and local level of cross-functional collaboration, making everybody’s in the organization feel responsible for customer experience and satisfactionSupport Voice of the Customer programs evolution, as an accelerator and an enabler of the company customer strategyRequirementsDemonstrated expertise in Customer Journey Mapping / Design, Voice of Customers methodologies, and Customer AnalyticsStrong understanding of Customer Experience measurement frameworks (e.g., RNPS, TNPS)Proficiency in Customer Experience tools (e.g., Medallia, Google Analytics, etc.)Knowledge of Power BI and / or other Data Visualization toolsAbility in storytelling and visualizing the big picture and thinking strategically, leveraging on insights and trends to identify priorities and high impact activities5–7 years of experience in Customer Experience or related rolesExcellent presentation skillExperience in Insurance or Financial Services is a plusExperience in an International environment and multinational company is a plusSoft SkillsExcellent stakeholder management and communication skillsQuality / Results-driven mindset and hands-on attitudeCreative thinking and able to inspire othersCollaborative, team player and cross-functional mindsetCompany ProfileGenerali Group Head Office is the guidelining unit of the Generali Group, one of the largest global insurance and asset management providers. Established in 1831, Generali is present in over 50 countries in the world, with a total premium income of € 82.5 billion in 2023. With around 82,000 employees serving 70 million customers, the Group has a leading position in Europe and a growing presence in Asia and Latin America. At the heart of Generali’s strategy is its Lifetime Partner commitment to customers, achieved through innovative and personalised solutions, best-in-class customer experience and its digitalised global distribution capabilities. The Group has fully embedded sustainability into all strategic choices, with the aim to create value for all stakeholders while building a fairer and more resilient society.Seniority levelAssociateEmployment typeFull-timeJob functionMarketingIndustriesIf you are viewing this job, you may also be interested in similar roles inside Generali, such as Customer Specialist or Customer Success positions.
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