Voice of The Customer/t-nps Manager

Generali is a multinational player in the global insurance industry, present in more than 50 countries.

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

The Global Customer Experience & Value Proposition team:

- acts as the ‘voice of the customer’ within Generali Group and a passionate driver of change.
- ensures we deliver an excellent effortless and caring customer experience to all our customers in each market, across every journey.
- drives cross-functionally personalized Value Proposition implementation across the Group. The goal is to raise awareness, train and inject the voice of the customer into the product development process to build insurance solutions enriched with Services that customers love.
- We believe in teamwork, we don’t like silos, we have a true passion for the customer, we never give up, we love fixing what is broken, we seek for inspiring & new ideas for our customers and we celebrate together team success.
- We are an international team, collaborating with experts and stakeholders in various functions, all over the world.

Your role as Voice of the Customer (T-NPS) manager
- Assess current T-NPS programs in all markets to identify gaps (e.g. survey design review, program scope, close the loop performance, outer loop set up, etc.) in close collaboration with our partner Medallia.
- Drive the evolution of the T-NPS program based on the best in class framework (Listen; Act; Culture; Design). Cascade the new framework to all BUs, ensure understanding and adoption of it, monitor progress. Identify Best Practices and proactively share.
- Manage and coordinate day to day relationship with our partner (Medallia): review service hours, define prioritize, identify opportunities to improve, ensure high quality is delivered.
- Strengthen customer insights into action within the organization: create a customer measurement framework, developing use cases across data sources to demonstrate customer value and identify / mobilise / measure key initiatives for improvement. Keep abreast of the customer feedbacks of the different countries by working with the Medallia system and understand the main themes that arise.
- Be the conduit between the Customer Experience and Data communities to harness the value of voice of the customer in delivering commercial value
- Develop communication materials, deliver workshops to disseminate the NPS results and the use of the NPS system.
- Create and prepare presentations for senior management and key stakeholders

At BU level:

- Be the day to day group point of contact for the T-NPS program
- Equip, educate & empower the regional and local teams with the right tools and knowledge to get the most out of their program. Work with the markets to identify data led improvements and to inspire and motivate them to act on key pain points.
- Drive Cultural Change and customer first approach engaging all employees to work with customer feedback and communication initiatives on customer topics.

Must have
- Passion for the customer
- Fluent in English, with international experience in multinational companies
- Good presentation and communications skills
- 7-10 years’ experience with T-NPS / VOC Programs, ideally with Medallia as partner and global programs
- Master degree, preferably in business administration, communication, marketing or data science
- Strong analytical acumen and experience in working with data teams to be able to act as a conduit between technical and business areas, translating requirements in analysis across data sources (propositional, financial, operational).

Soft Skills
- Hands on, practical with a ground-breaking attitude and passion to fix the broken things. Project Management, setting up new project from scratch, manage projects in cross functional environment.
- Ability to deal with multiple projects and several deadlines
- Internationally-oriented, mindful of cultural differences
- Results driven
- Availability for occasional travel.

Nice to Have:

- Digital technologies knowledge to improve Customer’s experience.