Group Customer Experience

2 settimane fa

Milano, Italia Generali Italia A tempo pieno

Generali is a multinational player in the global insurance industry, present in more than 50 countries, 61 million of customers, +70000 employees.

Our ambition is to become a Lifetime Partner for our customers, adding value everyday thanks to personalized propositions enriched with services, professional advice from our 150K agents and an effortless and caring customer experience. Generali Group Marketing team leads the Lifetime Partner transformation and works cross functionally through a series of strategic initiatives.

The Global Customer Experience & Value Proposition Team is responsible for:

- Support and steer markets to deliver an excellent customer experience across all touchpoints, to all our customers in each BU. Review and redesign and drive implementation of new key customers experiences.
- Establish Best in Class T-NPS programs leveraging customer insights & feedback to drive actions
- Engage ad inspire our Global Customer Experience Communities and foster a customer centric culture
- Drive cross-functional Personalized Value Proposition Development
- Strengthen customer insights and customer knowledge to inject the voice of the customer in product development process,
- Improve Go-To-Market impact of Value Added Services

We are an international team, collaborating with all BUs and stakeholders from various functions, all over the world.

Within this unit we are looking for a Customer Experience and Value Proposition Specialist
- Development/create: Support development & cascading of strategic programs (for example Value-Added Service Design Program etc.)
- Training/project: Support delivery of Journey Design Training Program in Markets
- Research/CX Management: Perform analysis & identify customer satisfaction & customer insights
- Internal Communication: support Value Proposition & Customer Experience Community engagement

Must have
- Genuine Customer Passion - understand evolving customer needs, expectations, market trends & demand
- Practical & hands on attitude
- Proactive, enthusiastic and active participation in activities.
- Very good English skills
- 1 year of Previous working experience in an international context
- Good Analytical skills and ability to use excel
- Basic conceptual skills, with the ability to express key messages using power point
- University degree in business administration, economics or marketing
- Willingness to relocate to Milan

Nice to have
- Understanding of Value Proposition Design, Product Development, Segmentation, Customer Experience, NPS
- Good design and creative skills (e.g. photoshop, etc.).
- Previous background/study in insurance industry

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