Universo is currently recruiting a
Customer Experience Analyst
for an
insurance company
..
Join a
Global Customer Experience team
and help shape customer experience across
30+ markets
. In this role, you will transform customer insights into measurable improvements in satisfaction, journeys, and both digital and offline experiences within a fast?moving international environment.
The team is responsible for driving
CX strategy
, defining
global standards
, building
best?in?class NPS programs
, and leading the evolution of
Voice of the Customer (VoC)
, insights, and journey orchestration in the
AI era
.
Posizione:
Within the Global Customer Experience Team, we are looking for a talented, highly analytical, and curious professional to support and proactively lead the following activities:
Take ownership of the day-to-day governance of strategic CX initiatives (NPS, CX Excellence, Analytics), keeping milestones, decisions, and actions on track.
Explore data with curiosity to uncover TNPS trends, satisfaction drivers, and actionable insights at Group and market level, using company AI tools.
Turn analysis into clear, executive-ready reporting and storytelling for senior stakeholders.
Help run and continuously improve the NPS platform and supplier steering (e.g., Medallia), ensuring quality and continuity.
Contribute with energy and initiative to the design and rollout of new global initiatives (e.g., Digital Feedback, Reviews Listening).
Build strong collaboration with local CX leads across markets to align, support, and scale best practices.
Own the end-to-end delivery of the Customer Experience Community of Practice meetups.
Bring a curious and positive mindset to scouting AI-driven best practices that inspire innovation and new ways of working.
Requisiti:
We are specifically looking for an analytical profile.



Candidates with a strictly communication-oriented background will not be considered.
Must Have:
Education:
University degree in a quantitative field (Statistics, Economics, Business Administration, or similar).
Experience:
At least one prior working experience or internship, preferably in data analysis, customer experience, customer care, or analytics and insights.
Hard Skills:
* Strong analytical skills with proven knowledge of Data Visualization tools (e.g., Power BI).
Ability to interpret data, derive insights, and translate them into actions with strong attention to detail and data accuracy.
Confidence in using AI / Gen-AI tools.
Fluent in English (written and spoken) as it is the daily working language.
Soft Skills:
Genuine customer passion, proactive and hands-on attitude (able to work autonomously), strong organizational and project management skills, excellent storytelling capabilities (via PowerPoint), and a collaborative team-player mindset.
Nice to Have:
Previous experience in Voice of the Customer / Customer Satisfaction programs or Market Research.
Academic or professional experience in the insurance industry or financial services.
Familiarity with CX or collaboration platforms (e.g., Medallia, Qualtrics, Microsoft Forms, Whiteboards).
What We Offer:
Contract:
12-month agency contract (contratto in somministrazione) with the possibility of a further 12-month extension.
Salary Package:
€ ****** Gross Annual Salary (RAL).
Benefits:
Meal vouchers and Lavoro da remoto.
Please provide your CV in English.
Altre informazioni:
Tutti gli annunci di lavoro da noi pubblicati si intendono rivolti ad ambo i sessi, a persone di tutte le età e nazionalità (ex L. ******, D.Lgs. ****** e ****** s.m.i.).
Informativa sul trattamento dati (GDPR: Reg. UE ********) presente nel sito
Universo SRL Aut. Min. Prot. 319 Iscritta all'Albo informatico delle Agenzie per il Lavoro – Sez. I
Benefits: Buoni pasto, Laptop aziendale

📌 Customer Experience Analyst (Milano)
🏢 UNIVERSO
📍 Milano