Hybrid Customer Experience Manager

at Nexi Group

• Job title: Customer Experience Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Milano, Italy

About the role

• Customer Experience Manager analyzing customer journeys and feedback to improve satisfaction for Nexi. Collaborating with cross-functional teams to deliver an exceptional customer experience across all touchpoints.

Responsibilities

• Analyze and map the customer journey to identify touchpoints and opportunities for enhancing the customer experience.
• Collect, analyze, and act on customer feedback through surveys, interviews, and other channels to continuously improve our products and services.
• Work closely with cross-functional teams, including Marketing, Sales, Product, and Operations, to ensure consistent messaging and customer-centric processes, aligning efforts to deliver an excellence customer experience across all touchpoints.
• Monitor key performance indicators (KPIs) to measure customer satisfaction, loyalty, and advocacy tracking metrics such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).
• Foster a culture of customer advocacy within the company, ensuring that customer needs and perspectives are considered in all decision-making processes.
• Stay up to date with industry trends and best practices in customer experience management to drive innovation and continuous improvement.

Requirements

• Customer focus: Deep understanding of customer-centric practices and a passion for delivering exceptional customer experiences.
• Analytical skills: Strong analytical and problem-solving skills with the ability to interpret customer data and feedback.
• Communication: Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
• Experience in analyzing customer experience, processes and standards.
• Familiarity with customer experience management tools, CRM systems, and analytics.
• Proficiency in English.

Benefits

• Change Your Career: Take on new responsibilities, develop your skills, and gain fresh perspectives—all while staying within a company that values your growth.
• Stay Inspired: Work with talented colleagues across different teams and locations, enriching your experience in an international and collaborative environment.
• Access to Learning & Development: Benefit from ongoing training, and opportunities like our PayTech University to support your professional journey.