Lead Customer Experience

Why work with us?The North American branch of Generali Global Assistance offers a diverse and inclusive work environment while employees work towards making real difference in the lives of our clients. As an organization, we pride ourselves with offering white glove service while being mindful of corporate responsibility and our environmental footprint.Employees enjoy a plethora of benefits to include:A diverse, inclusive, professional work environmentFlexible work schedulesCompany match on 401(k)Competitive Paid Time Off policyGenerous Employer contribution for health, dental and vision insuranceCompany paid short term and long term disability insurancePaid Maternity and Paternity LeaveTuition reimbursementCompany paid life insuranceEmployee Assistance programWellness programsFun employee and company eventsDiscounts on travel insuranceWho are we?Generali Global Assistance is proudly part of the Europ Assistance Group brand and our products utilize a number of corporate and product brands. The brands for our North American team include the following:CSA: US travel insurance brand for retail and lodging partners. Learn more hereGenerali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products. Learn more hereGMMI: the industry standard for global medical cost containment and medical risk management solutions. Learn more hereIris, Powered by Generali: identity and digital protection solution. Learn more hereTrip Mate: US travel insurance brand for tour operator, cruise and airline partners. Learn more hereWhat you'll be doing.Job Summary:The Lead, Customer Experience (CX Lead) is responsible for leading the Generali Global Assistance/Europ Assistance - North America CX Program and team. As a customer advocaCXte, 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 "˜clopping' (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. Analyze, 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 Customer Experience Marketing roles Experience managing a dynamic, multi-location team 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 Preferred:Health care industry, travel industry, services or insurance industry experience preferred but not a must Education/Certifications:High School Diploma or Equivalent (GED) required. BA/BS in Marketing, related field, or equivalent work experience. Where you'll be doing it.This is a hybrid role based out of our Pembroke Pines, FL office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week.When you'll be doing it.While there is some flexibility in the hours, this position will be Monday-Friday during regular business hours (approximately 8:00am-5:00pm). Occasional overtime may be required according to business need.Apply today to begin your next chapter.Don't meet every single requirement? At Generali Global Assistance, we are dedicated to building a diverse, inclusive and enriching workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company's Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.

Created: 2025-01-15