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 .

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.

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,

📌 Customer Experience Analyst (Milano)
🏢 UNIVERSO
📍 Milano