Customer Experience Lead

Job Summary:

The Customer Experience Lead (CX Lead) is responsible for leading the Generali Global Assistance/Europ Assistance - North America CX Program and team. As a customer advocate, the CX Lead will manage, conduct, and coordinate all processes of our CX program across all business lines. Reporting to the VP of Marketing & Customer Experience, this role focuses on deploying and maintaining a solid CX Program while engaging all key stakeholders across the organization. From software management, to customer feedback analysis, to customer journey management, to ‘clooping’ (close the loop), the CX lead will play a critical and high impact role within the organization. The CX Lead will also be the voice of CX internally interacting closely with Commercial and Operations Teams, the CX Head Office team, and Internal Communication.

Principal Duties and Responsibilities: 

Customer Experience Strategy and Implementation: 
•    Build a comprehensive customer experience strategy, in collaboration with Customer Experience Head Office team
•    Serve as a key liaison on all customer matters and collaborate on global initiatives
•    Lead implementation of customer experience framework in order to reach best-in-class customer experience (Listen Act Culture adoption, B1 language, differentiated value proposition …)

NPS and voice of customer: 
•    Ensure adequate coverage of B2B2C/ B2C / B2B NPS across Business Lines; further deploy surveys as required
•    Regularly follow and report NPS results and key pain points. Analyse, compare, suggest improvements, and monitor actions 
•    Enhance link between customer feedback, complaints management and operations partnering with operations teams
•    Contribute to the NPS global community
•    Assess and recommend customer feedback management tool/software

Customer journey: 
•    Be the sponsor of customer journey in all new projects in the company 
•    Work closely with claims and operations to insure the best new process in claims
•    Identify opportunities for continuous improvement based on customer feedback

Customer centricity culture: 
•    Create company-wide culture of customer success 
•    Drive company-wide definition of customer success metrics and measurement 
•    Collaborate with business lines on infusing customer feedback into product development 
•    Create company-wide customer feedback loop (Close the Loop)

 
Stakeholder and Team Management:
•    Establish and build strong and effective cross-functional internal partnerships to align with Company values, standards, goals, and initiatives
•    Collaborate with EA Group and drive strategy in synergy and by championing NA business within the Group
•    Train and develop staff to ensure alignment of departmental activities with organizational goals and objectives.
•    Set goals, assess performance, and share regular feedback towards ensuring development at a fast pace

Required / Desired Knowledge, Experiences and Skills:

•    Minimum of 4 years of experience in Content Marketing roles
•    Experience managing a dynamic, multi-location team
•    Health care industry, travel industry, services or insurance industry experience preferred but not a must
•    Expertise in creating various types of content such as blogs, infographics, videos, guides, email campaigns etc.
•    Editorial mindset with an ability to understand and strategize based on audience preferences
•    Effective organization and time management skills. Self-motivated, with ability to manage multi-projects simultaneously, including, tasks from both marketing and commercial teams
•    Excellent organizational skills and ability to influence and motivate cross-functional teams to get complex projects delivered on-time
•    Ability to collaborate with all areas of the organization
•    Proficient in MS Office and Content Management Software (e.g., Wordpress)
•    Proficient in Adobe Creative Cloud: Illustrator, InDesign, Photoshop, PremierePro
•    Expertise with social media platforms (LinkedIn, Facebook, Twitter, YouTube etc.
•    Experience with Google Analytics
•    Excellent analytical and project management skills
•    Excellent written, oral, and interpersonal skills
•    Strategic orientation, critical thinker, and problem-solver

Education/Certifications:

•    BA/BS in Marketing, related field, or equivalent work experience.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification.  They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.

 
Reporting and Control
This position reports directly to the Vice President, Marketing. This position supports Marketing functions across the following North American legal entities: Generali Global Assistance, Inc.

Generali Global Assistance is an Equal Opportunity Employer M/F/Disability/Veteran