Customer Experience Specialist

Manpower Business Professional, for a leading international group in the insurance and financial services sector, is looking for a Customer Experience Specialist to join the Global Customer Experience Team.

The selected candidate will work in a dynamic and international environment, contributing to the evolution of customer experience across more than 30 markets, transforming customer insights into measurable improvements in satisfaction, journeys, and both digital and offline experiences.

The Global Customer Experience Team is responsible for:

• Driving CX strategy across markets and improving end-to-end, multichannel customer journeys
• Defining global CX standards and governance models, ensuring consistency with flexibility for local execution
• Developing best-in-class R-NPS and T-NPS programs and translating insights into concrete actions
• Expanding listening capabilities across solicited and unsolicited customer signals
• Strengthening a global CX community and fostering a customer-centric culture
• Delivering clear reporting and dashboards to support leadership decision-making
• Leading the evolution of Voice of the Customer, insights, and journey orchestration leveraging AI

Key Responsibilities:

• Manage and monitor the day-to-day governance of strategic CX initiatives (NPS, CX Excellence, Analytics), ensuring timelines, decisions, and deliverables are on track
• Analyze data to identify TNPS trends, satisfaction drivers, and actionable insights at both Group and local market levels, leveraging company AI tools
• Transform analysis into clear, executive-level reporting and presentations
• Support the management and continuous improvement of the NPS platform and vendor (Medallia), ensuring service quality and consistency
• Contribute to the design and rollout of global CX initiatives (e.g. Digital Feedback, Reviews Listening) in collaboration with internal stakeholders and external partners
• Build and maintain strong collaboration with local CX teams across markets to align and scale best practices
• Manage end-to-end organization of the Customer Experience Community of Practice, including agenda setting and stakeholder coordination
• Proactively explore AI-driven trends and best practices to drive innovation within the CX function

Contract & Offer:

• Temporary agency contract (12 months) with strong possibility of extension
• Opportunity to join a growing and internationally structured organization
• 4° Liv. Ccnl ANIA
• Salary €36,000

Location:

Milan – Piazza Tre Torri
Hybrid working model: 3 days in-office + 2 days remote

Strong passion for customer experience and the ability to understand evolving customer needs and market trends Hands-on, proactive mindset with strong ownership and autonomy Excellent organizational and project management skills, with the ability to manage multiple priorities and deadlines Solid analytical skills and experience with data visualization tools (e.g. Power BI), with high attention to detail and data accuracy Strong communication and storytelling abilities, especially using PowerPoint Collaborative mindset and team-oriented attitude Fluent English (written and spoken), used as daily working language Familiarity and confidence with AI / Gen-AI tools At least one prior work experience or internship (preferably in marketing, customer experience, customer care, or analytics), with a degree in Business Administration, Economics, Statistics, or Marketing