Customer Experience Manager

Description

Job Summary: We are seeking a Customer Experience Manager to lead the strategy and improve customer satisfaction and loyalty. Key Highlights: 1. Lead a cross-functional customer experience strategy 2. Drive continuous improvement and analyze the voice of the customer 3. Design experiences that enhance satisfaction and loyalty **Job Description** ---------------------- At AFP PlanVital, we work to become Lifelong Partners for our affiliates and pensioners, developing solutions that deliver simple, close, and memorable experiences in every interaction with our customers. We are part of the Generali Group, with over 193 years of international history. We are looking for a Customer Experience Manager to lead the company’s customer experience strategy. You will play a cross-functional role, collaborating with various departments to drive continuous improvement initiatives, analyze the voice of the customer, and design experiences that strengthen affiliate satisfaction, loyalty, and advocacy. Key Responsibilities * Promote a customer-centric culture across the organization. * Manage continuous improvement initiatives based on NPS measurement, satisfaction surveys, and experience analysis. * Design, update, and optimize Customer Journeys, identifying opportunities for improvement and process reengineering. * Develop and monitor customer experience metrics to support strategic decision-making. * Coordinate responses to requests from Risk, Audit, and regulatory bodies, ensuring regulatory compliance and timely responses. Desirable Qualifications * Certification in Customer Experience, Customer Centricity, or related disciplines. * Knowledge of agile methodologies. * Experience in Voice of the Customer (VoC) programs. * Intermediate English proficiency We invite you to apply!**Candidate Requirements** -------------------------- * Minimum 3 years of experience in roles related to Customer Experience or Customer Insights * Experience in measuring and managing customer experience metrics such as NPS and satisfaction surveys * Intermediate proficiency in CX/UX tools. * Intermediate Excel skills * Proficiency in data analysis and visualization tools This opportunity is open to people with disabilities. **Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the position 2\. Check your email 3\. Log in to Aira and answer the requested questions and/or assessments Then, if your profile matches what we are looking for, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ WE ARE A PENSION FUND ADMINISTRATOR WITH OVER 40 YEARS OF HISTORY AND RECOGNIZED AS ONE OF THE BEST COMPANIES TO WORK FOR, ACCORDING TO THE TOP EMPLOYER 2025 CERTIFICATION. WE BENEFIT FROM THE SOLID INTERNATIONAL BACKING OF THE GENERALI GROUP, AND WE SEEK PEOPLE WHO DAILY DELIVER THE BEST SERVICE TO OUR CUSTOMERS, VALUING INNOVATION, SIMPLIFICATION, AND THE HUMAN TOUCH IN ALL ACTIVITIES WE CARRY OUT. ARE YOU READY TO JOIN THE AFP PLANVITAL TEAM?