Customer Experience Senior Professional

Within 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.

Key responsibilities of the role will include:

• Translate customer data and insights into actions, driving improvements in customer satisfaction, net promoter score, retention and multi-holding
• Lead the end-to-end Customer Journey Mapping process, identifying pain points, moments of truth, and opportunities for innovation across digital and physical channels
• Translate Customer Journeys into business requirements and implementation plans, including relevant budget
• Track Customer Experience KPIs and link them to business outcomes and operational efficiency
• Collaborate cross-functionally with Product/Value Proposition, Marketing & Digital, Claims, and IT teams to embed customer-centric thinking into business processes and service design
• Championing a culture of continuous improvement and customer obsession across the organization, driving transformation
• Equip, 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 across
• Promote and steer best practices and knowledge sharing within the organization and the countries, including hunting for benchmarking and innovative ideas within and across industries
• Foster at central and local level of cross-functional collaboration, making everybody's in the organization feel responsible for customer experience and satisfaction
• Support Voice of the Customer programs evolution, as an accelerator and an enabler of the company customer strategy

Requirements

Our ideal candidate will meet the following requirements:

• Demonstrated expertise in Customer Journey Mapping/Design, Voice of Customers methodologies, and Customer Analytics
• Change management experience
• Strong 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 tools
• Ability in storytelling and visualizing the big picture and thinking strategically, leveraging on insights and trends to identify priorities and high impact activities
• 5–7 years of experience in Customer Experience or related roles
• English proficiency
• Excellent presentation skill
• Experience in Insurance or Financial Services is a plus
• Experience in an International environment and multinational company is a plus

Soft Skills:

• Excellent stakeholder management and communication skills
• Quality/Results-driven mindset and hands-on attitude
• Creative thinking and able to inspire others
• Collaborative, team player and cross-functional mindset

Company Profile

Generali 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.