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 environment
• Flexible work schedules
• Company match on 401(k)
• Competitive Paid Time Off policy
• Generous Employer contribution for health, dental and vision insurance
• Company paid short term and long term disability insurance
• Paid Maternity and Paternity Leave
• Tuition reimbursement
• Company paid life insurance
• Employee Assistance program
• Wellness programs
• Fun employee and company events
• Discounts on travel insurance

Who 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 here.
• Generali 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 here.
• GMMI: the industry standard for global medical cost containment and medical risk management solutions. Learn more here.
• Iris, Powered by Generali: identity and digital protection solution. Learn more here.
• Trip Mate: US travel insurance brand for tour operator, cruise and airline partners. Learn more here.

What you’ll be doing.

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 ensurin