Head of Customer Excellence - Private Clients — PostFinance

Full description

You shape the customer experiences of tomorrow. Together with your team, you will consistently develop Customer Excellence at PostFinance and ensure that customers have simple, relevant and convincing experiences across all channels. Through effective knowledge, feedback and complaint management, you strengthen customer loyalty, increase service quality and contribute to the continuous improvement of our customer interactions. With foresight, implementation strength and a clear customer perspective, you create sustainable added value for our customers, optimize internal processes and support the strategic development of PostFinance.

You can do that.

• You strategically develop the Customer Excellence division and anchor a consistent customer perspective in the entire Private Customers unit

• You lead and develop your team and create an environment where people can take responsibility, make decisions and develop their potential.

• You are responsible for the strategic and conceptual development of knowledge management with the aim of making relevant knowledge easily, quickly and on demand accessible to employees in sales and service.

• You drive the further development of knowledge platforms, tools and AI-enabled tools and thus create the basis for excellent customer experiences and high service quality

• You identify optimization potentials along customer interaction, derive effective improvement measures, incorporate them into the customer journeys and implement churn and retention measures in a targeted manner.

• You control the disruption, emergency and crisis management of the private customer unit, coordinate communication in exceptional situations and manage cross-departmental task forces if necessary

• You work closely with sales, customer journeys, IT as well as other internal and external stakeholders and represent PostFinance as the central point of contact with ombudsmen and escalation bodies.

You bring that with you

• higher education or further education (FH/HF/University) in business administration, communication or a comparable field
• Further education in leadership, change management, knowledge management or customer experience are advantageous

• Several years of management and professional experience in a customer-oriented environment with responsibility for customer excellence, service, knowledge, feedback or complaint management in the banking or insurance environment

• In-depth knowledge in knowledge, feedback and complaint management as well as experience in the further development of customer journeys, service quality and customer-oriented processes

• Experience in dealing with CRM systems (ideally BSI), knowledge platforms and methods of quality, process and feedback management

• The ability to translate strategic goals into concrete actions, manage cross-cutting projects and drive change effectively

• A modern management style: You provide orientation, act responsibly and with integrity, develop employees further and promote a trusting and impact-oriented cooperation

• Pronounced communication, stakeholder and networking skills, high resilience even in crisis and emergency situations as well as reliable knowledge of German in speech and writing
• Good knowledge of French and/or Italian

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