Spezialist:in Customer Experience Management (CEM), 50 % — Concordia

Full description

Looking forward to work: 100% healthy Bundesplatz 15, 6002 Lucerne You want to know how our customers really experience CONCORDIA? And do you like to make sure that their feedback becomes concrete improvements? As a CEM specialist, you take over this newly created function with a lot of creative freedom in an attractive amount of 50%. In the product management team, you bring the voice of customers into marketing and into the entire CONCORDIA.

This is what awaits you

• You analyze existing customer journeys, uncover action areas and trigger improvements together with the business units. You accompany their implementation and thus establish a continuous improvement process step by step.
• You will continuously collect customer feedback via our CX measurement and use it to optimize selected journeys and touchpoints.
• You will continue to develop the CX measurement, establish new use cases and touchpoint measurements and work closely with external partners.
• You systematically ask for notice reasons, evaluate them and derive the necessary measures – so that our notice rate remains low.
• You promote positive customer reviews and define the process of responding to positive and negative feedback.
• You keep an eye on customer satisfaction and customer feedback, review customer satisfaction studies and market comparisons and report on customer satisfaction.
• You bring the customer and market view into the development of products and services as well as into processes and projects and strengthen customer orientation throughout the company.

You bring that with you

• Customers are the focus for you. You listen carefully, put yourself in their situation and want to noticeably improve their experience.
• You think analytically, like to work with data and feedback and derive concrete, implementable measures from it.
• You are solution-oriented, tackle and stick to it until improvements are actually implemented.
• You convince internal and external partners, enjoy working across teams and business units and win others over for your ideas.
• You work independently and structured and set clear priorities.
• You bring a higher education in business administration, marketing, market research or psychology – or a comparable qualification. Further training in customer experience management is a plus.
• You have several years of experience in CEM, market research, product management or marketing and know methods such as customer journey analysis and CX measurement.
• Knowledge of health insurance or the insurance and financial industry is beneficial.
• You communicate stylishly in German, good knowledge of French is an advantage. You are confident in MS Office, especially Excel, and ideally have experience with feedback and analysis tools.

Even if you do not fully meet all requirements, we look forward to your application. Your place of work

Therefore CONCORDIA

As an expert in health, CONCORDIA is committed to a working environment in which employees feel comfortable and can realize. It is characterized by varied tasks, versatile teams and a family relationship. We also motivate our employees to develop and move forward. People who have fun at work and want to progress professionally will find what they are looking for: jobs that are 100% healthy. Therefore CONCORDIA

Your advantages

Working hours You have a 41-hour week and can work part-time or flexibly. For selected activities, you can regularly work from home. Family friendly Full pay during 14 weeks of maternity. Additional contributions to child and education allowances. Up to 90% cost coverage for the external care of your children. Education and training CONCORDIA supports internal and external training. In your career planning, we accompany you individually. Pension Fund We offer you an extremely attractive, secure pension fund with above-average employer contributions and generous benefits. Holidays Your rest is important to us: Enjoy at least five weeks of vacation per year. Gift of seniority We value long-standing cooperation. From five years of service, you will regularly receive a retirement gift: holidays or a bonus. Excellent by the staff In 2016 and 2018, CONCORDIA shone with excellent results at the Swiss Employer Award. In 2020 we even won first place in the category for large companies with more than 1000 employees and in 2022 we were awarded second place. Even in 2025, we can rightly state that we are among the very best employers in Switzerland.

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