Customer Satisfaction and Experience Manager – Banking (M/F) - PERMANENT POSITION

Your mission:

On behalf of a recognised player in the Swiss financial sector, ValJob Permanent is seeking a Customer Satisfaction and Experience Manager.

In this strategic and cross-functional role, you contribute to evolving the experience offered to clients and enhancing their satisfaction across all interactions with the organisation.

You play a central role in identifying customer expectations, continuously improving services, and developing a resolutely customer-oriented culture.

Your responsibilities:
- Define and implement a comprehensive approach aimed at improving customer experience and satisfaction
- Analyse the various stages of the customer relationship and identify areas for improvement
- Design and optimise customer journeys and interactions
- Define, measure and monitor satisfaction and quality indicators
- Utilise customer data and feedback to propose concrete improvement actions
- Lead and coordinate cross-functional projects related to customer experience
- Collaborate with different departments to ensure a consistent experience across various touchpoints
- Support teams in developing a strongly customer-oriented culture
- Contribute to the evolution and digitalisation of services and interactions
- Monitor trends, tools and new practices in customer experience

Your profile:

- Higher education degree complemented by relevant experience in customer relations, marketing or service transformation
- Proven experience in customer experience, customer satisfaction or digital transformation
- Good knowledge of Customer Experience (CX) methods and tools and customer journey analysis
- Proficiency in data analysis and monitoring satisfaction indicators
- Experience in managing and coordinating cross-functional projects
- Training or certification in Customer Experience, UX, Service Design or digital transformation is an asset
- Excellent analytical, design and structuring skills
- Strong customer orientation, listening skills and empathy
- Proactive personality, able to unite different stakeholders around a common vision
- Excellent communication skills
- Very good skills in French and German; English is an asset

Start date:
- Immediate or to be agreed

Who are we?
ValJob Permanent is your expert partner in recruitment and permanent placement in Switzerland.
Our mission is to become your preferred partner in finding the ideal job.
With our in-depth knowledge of the Swiss market and our values of integrity and transparency, we support each talent with total commitment.