Customer Insights Manager

5 mesi fa

Milano, Italia Generali Italia A tempo pieno

Generali is a major player in the global insurance industry - a strategic and highly important sector for the growth, development and welfare of modern societies.

At Generali we are transforming our business to deliver on our strategic ambition to become ‘Lifetime Partner’ for our Customers and Distributors.

We have an ambitious & challenging target to become the most recommended Brand measured by NPS.

We seek a highly analytical and detail-oriented individual to join our team as a Customer Insights Manager with primary focus on monitoring the customer impact of strategy implementation & track the progress of key customer KPIs (T-NPS & R-NPS).

In this role, you will be the ‘voice of the customer’, keeping your finger on the pulse of the customer insights. You’ll be responsible for conducting research, gathering & analyzing data, and providing valuable insights to drive strategic decision-making & action planning.

Your primary focus will be on delivering research to shape propositions and strategies, and measuring and understanding customer sentiments, satisfaction and loyalty through NPS.

You will collaborate with cross-functional teams to identify areas for improvement and develop actionable recommendations to enhance the customer experience and then monitor the execution.

We are looking for an ambitious and entrepreneurial Customer Insights Manager to steer and support our local BUs in accelerating their Strategy implementation efforts.

This role is designed to work closely with the local businesses monitoring the impact of Lifetime Partner strategy implementation

While this is an influencer role to shape and drive actions, you’ll be expected to spot strategic growth opportunities every single day, to shake things up and drive change.

You’ll be empowered to identify gaps & weaknesses in the Strategy implementation and recommend high impact actions.

To help the Group & our local BU’s in achieving their strategic goals, the Customer Insights Manager has 3 main areas of responsibilities:
Customer Insights:

- You’ll design and improve the global brand and customer tracking study to ensure it stays relevant to business needs and supports strategic decision making
- You’ll lead strategic research projects to shape new propostions and go-to market plans, from stakeholder engagement, collating requirements into research briefs, managing research selections and supporting action driven debriefs into the business
- You’ll analyze research data about customer needs & behavior to advise Bus interpreting the insights
- You’ll work with research agencies to coordinate their efforts (fieldwork, analysis), leverage the synergies (RNPS, TNPS & ad-hoc studies) and help optimizing the output
- You’ll manage customer projects to ensure that deadlines are met, and deliverables are in line with agreed requirements
- Conduct competitor benchmarking and market analysis to understand industry trends, customer preferences, and market positioning. Identify strengths and weaknesses compared to competitors and propose strategies for differentiation.
- Stay up to date with industry best practices, methodologies & emerging trends in customer experience measurement

Support BUs:

- You’ll lead the ongoing cascade of results, ensuring debriefs are tailored to the audiences and actions are developed & implemented
- Team up with the Local Marketing teams to set up calls/meetings on research presentation and support them in developing action plans embracing the customer insights
- You’ll create a network of insights specialists across the Group, to share learnings and best practices across business units
- You need to be passionate about bringing the Generali Customer Promises closer to the colleagues finding new ways to engage them
- You’ll develop & provide creative communication materials (videos, brochures), tangible tools (toolbox, ‘cookbook’ etc.) and guidance to engage local BU’s
- Build a Community with a Best Practice sharing approach to facilitate re-use, scale up and adoption of execution ideas

Voice of The Customer:

- You’ll be a ‘one stop shop’ at Generali Head Office when it comes to Customer sentiment, needs and expectations and how they are relevant to the business strategy
- Support senior leaders in providing customer insights creating presentations, reports
- Proactively highlight areas of attention, opportunities to leverage
- Expert knowledge of qualitative and quantitative research tools, techniques and methodologies
- Seasoned marketer or insights specialist with 10-15 years’ experience
- University degree in Marketing, Business Administration, Economics or any other related field

Soft skills:

- high-energy: positive self-starter who is willing to go above and beyond to make a difference
- entreprenurial: displays ownership. when there’s no blueprint, you design it.
- results driven: proven track record of driving growth and business impact
- multi-cultur

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